E‑commerce Customer Experience Specialist

DRiV; Bradford; On-site; GBP 22,000 - 28,000; Full time

Job summary

DRiV in Bradford, United Kingdom, is seeking a customer service professional to own the end-to-end order-to-shipment process for a portfolio of ecommerce customers across UK & EMEA. You will troubleshoot issues in TecCom and SAP, liaise with Team Leader, Sales Managers and other stakeholders, and ensure high levels of customer service and timely communication.

The role requires strong English communication, ERP experience, and a proactive, independent approach.

Qualifications

• Experience in a customer service/admin environment (essential).
• High level of written and spoken English (essential).
• Troubleshooting/analytical skills (essential).
• Exceptional communication skills (essential).
• Good working knowledge of MS Office (essential).
• ERP knowledge and experience (essential).
• Proactive approach & ability to work independently (essential).
• Genuine passion for Customer Service (essential).
• Ability to liaise confidently with customers and multiple internal stakeholders (essential).

Responsibilities

• Full ownership of end-to-end order to shipment process for a specific portfolio of customers.
• Daily checks & follow up on customer orders/deliveries and escalate issues.
• Root cause analysis in TecCom & SAP and feedback to management.
• Collaborate with Team Leader and stakeholders in e-business development.
• Daily contact with DCs and carriers regarding deliveries and system issues.
• Log-in and use cloud-based telephony system (Fuze).
• Process PARs and approvals across departments as required.
• Set up/new customer accounts and changes with Master Data team.
• Follow up on inquiries and provide reports/feedback timely.
• Maintain customer records with Master Data.
• Assist in invoicing and resolution of queries.
• Review packing/shipping instructions and optimize shipments.
• Proactively resolve CS/delivery/billing complaints across departments.
• Interface with credit department and cross-functional teams.
• Comply with corporate procedures and provide audit documents.
• All other ad hoc queries; not exhaustive.

Skills

Excellent communication

English proficiency

Troubleshooting/analytical

Customer service mindset

MS Office knowledge

Proactive/self-driven

Stakeholder liaison

Tools

SAP

TecCom

Fuze

Job description

DRiV in Bradford, United Kingdom, is seeking a customer service professional to own the end-to-end order-to-shipment process for a portfolio of ecommerce customers across UK & EMEA. You will troubleshoot issues in TecCom and SAP, liaise with Team Leader, Sales Managers and other stakeholders, and ensure high levels of customer service and timely communication.

The role requires strong English communication, ERP experience, and a proactive, independent approach.