Representative Customer Service / Order Management Specialist (e-commerce)

DRiV Incorporated; Bradford; On-site; GBP 26,000 - 34,000; Full time

Job summary

DRiV Incorporated is seeking a Representative Customer Service / Order Management Specialist (e-commerce) in the UK. You will own the end-to-end order process for a defined customer portfolio, coordinating with DCs, carriers, and internal teams to ensure timely deliveries and issue resolution.

The role requires excellent English, strong communication, and robust problem-solving in SAP/TecCom environments, with the ability to work independently in a fast-paced setting.

Qualifications

• Previous experience in a customer service/admin environment (essential).
• High level of written and spoken English (essential).
• Troubleshooting/analytical skills (essential).
• Exceptional communication skills (essential).
• ERP knowledge and experience (essential).
• Proactive approach & ability to work independently (essential).

Responsibilities

• Full ownership of end-to-end order to shipment process for a specific portfolio of customers.
• Daily checks & close follow ups on customer orders/deliveries – escalate issues as required.
• Deep dive/root cause analysis in TecCom & SAP, providing feedback to direct manager.
• Collaboration with Team Leader and stakeholders involved in e-business development.
• Daily liaison with DCs and carriers regarding deliveries and system issues.
• Log in & adherence to cloud-based telephony system (Fuze).
• Process customer pricing approval requests (PAR) and action within departments.
• Set up/process new customer accounts and changes with Master Data.
• Follow up on all inquiries and provide timely reports/feedback.
• Update customer records with Master Data.
• Assist in processing invoicing and resolving queries.
• Review packing/shipping instructions and improve availability.
• Proactive resolution of CS/delivery/billing complaints via depts.
• Coordinate with material availability and cross-functional teams.

Skills

Customer service

Troubleshooting

English proficiency

Communication skills

MS Office

ERP systems

Independent working

Analytical thinking

Tools

SAP

TecCom

Fuze

Job description

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Representative Customer Service / Order Management Specialist (e-commerce)

• 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
• 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);