Representative Customer Service (e-commerce)

DRiV; Bradford; On-site; GBP 26,000 - 38,000; Full time

Job summary

DRiV is seeking a proactive Customer Service lead for a portfolio of e-commerce customers across the UK and EMEA. You will be the first point of contact, build relationships with stakeholders, and troubleshoot issues in TecCom and SAP to resolve underlying problems quickly.

Daily duties include end-to-end order handling, coordinating with carriers, updating records, processing pricing approvals, and providing insightful feedback to support teams.

Qualifications

• Requirements include high level of written and spoken English (essential).
• Trouble shooting/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).
• The ability to liaise confidently with customers and several internal stakeholders (essential).
• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).
• Automotive industry experience (advantageous).

Responsibilities

• First point of contact with specific portfolio of e-commerce customers across UK & EMEA regions.
• Relationship building/daily engagement with key customers/stakeholders.
• Proactive trouble shooting/root cause analysis in TecCom (electronic ordering platform) and SAP system to identify underlying issues quickly and efficiently.
• Close collaboration and daily networking with Team Leader, Sales Managers and key stakeholders involved in E-business growth and development.
• Promote an exceptional level of Customer Experience, adhering to all required service levels and SLAs.
• Handle all customer inquiries with professionalism and efficiency (via email, phone call or in meetings).
• Provide quality, proactive support to both internal and external stakeholders across the wider business.
• Full ownership of end-to-end order to shipment process for a specific portfolio of customers.
• Daily checks & close follow up on customer orders/deliveries – identifying issues or blocking points.
• Deep dive/root cause analysis to identify issues in TecCom & SAP, providing clear feedback to direct manager.
• Close collaboration & clear communication with Team Leader and key stakeholders.
• Daily contact/liaison with DCs and carriers regarding delivery releases, booking slots, communication of system issues.
• Daily log-in & adherence to cloud-based telephony system (Fuze).
• Process customer pricing approval requests (PAR) and action/follow up within departments.
• Set up/process new customer accounts and forms with Master Data team.
• Follow up on all customer inquiries, requests and provide reports/feedback.
• Update and maintain all customer records with Master Data.
• Support in processing customer invoicing & resolution of queries.
• Review and update packing/shipping instructions.
• Maximize shipments and improve availability where possible.
• Proactive resolution of CS/delivery/billing complaints with depts. and escalation as needed.
• Follow-up with material availability and delivery issues, ensuring customer focus.
• Interface with credit department and cross functional depts.
• Meet forecast pressure.
• Follow procedures per corporate guidelines.
• Provide documents for audits.
• All other ad hoc queries.

Skills

Troubleshooting

Communication

English proficiency

ERP systems

Customer service

Independent worker

Stakeholder liaison

E-commerce knowledge

Job description

• First point of contact with specific portfolio of e-commerce customers across UK & EMEA regions
• Relationship building/daily engagement with key customers/stakeholders
• Proactive trouble shooting/root cause analysis in TecCom (electronic ordering platform) and SAP system to identify underlying issues quickly and efficiently
• Close collaboration and daily networking with Team Leader, Sales Managers and key stakeholders involved in E-business growth and development.
• Promote an exceptional level of Customer Experience, adhering to all required service levels and SLAs.
• Handle all customer inquiries with professionalism and efficiency (via email, phone call or in meetings).
• Provide quality, proactive support to both internal and external stakeholders across the wider business.

Primary Purpose Of Role

• First point of contact with specific portfolio of e-commerce customers across UK & EMEA regions
• Relationship building/daily engagement with key customers/stakeholders
• Proactive trouble shooting/root cause analysis in TecCom (electronic ordering platform) and SAP system to identify underlying issues quickly and efficiently
• Close collaboration and daily networking with Team Leader, Sales Managers and key stakeholders involved in E-business growth and development.
• Promote an exceptional level of Customer Experience, adhering to all required service levels and SLAs.
• Handle all customer inquiries with professionalism and efficiency (via email, phone call or in meetings).
• Provide quality, proactive support to both internal and external stakeholders across the wider business.

Day To Day CS Responsibilities

• Full ownership of end-to-end order to shipment process for a specific portfolio of customers
• Daily checks & close follow up on customer orders/deliveries – immediately identifying/escalating issues or blocking points
• Deep dive/root cause analysis to identify (often complex) issues in TecCom & SAP, providing clear feedback to direct manager and escalating in a timely manner as required.
• Close collaboration & clear communication with Team Leader and key stakeholders involved in e-business development.
• Daily contact/liaison with DCs and carriers regarding delivery releases, booking slots, communication of system issues etc.
• Daily log-in & adherence to cloud-based, interactive telephony system (Fuze)
• Process customer pricing approval requests (PAR) and action/follow up within appropriate departments as required
• Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team
• Follow up on all customer inquiries, requests and provide reports/feedback in a timely manner
• Update and maintain all customer records in conjunction with Master Data
• Support in processing customer invoicing & resolution of queries as appropriate
• Review and update packing/shipping instructions
• Maximize shipments and improve availability where possible
• Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary)
• Follow-up proactively with material availability and delivery issues, ensuring high level of customer focus
• Interface with credit department and all other cross functional departments
• Meet forecast pressure
• Follow all procedures according to corporate guidelines (in a timely manner)
• Provide documents whenever necessary/as required for audit purposes
• All other ad hoc queries, this job spec is not exhaustive

Requirements

• Previous experience in a customer service/admin environment (preferably e-commerce/e-business) (essential);
• High level of written and spoken English (essential);
• Trouble shooting/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);
• The ability to be able to liaise confidently with customers and several internal stakeholders (essential);
• Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential);
• Automotive industry experience (advantageous);