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

DRiV Incorporated; United Kingdom; Remote; GBP 26,000 - 38,000; Full time

Job summary

DRiV Incorporated in the United Kingdom is seeking a Representative Customer Service / Order Management Specialist (e-commerce) to manage a dedicated portfolio of customers across UK & EMEA, ensuring accurate order processing and timely shipments.

You will act as the first point of contact, build relationships with key customers and stakeholders, troubleshoot issues in TecCom and SAP, and uphold service levels and SLAs.

Qualifications

• Previous experience in a customer service/admin environment (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 and ability to work independently (essential).
• Automotive industry experience (advantageous).

Responsibilities

• Own end-to-end order-to-shipment process for a portfolio of customers.
• Daily checks and follow-ups on orders and deliveries; escalate issues.
• Root cause analysis in TecCom and SAP; provide feedback to management.
• Collaborate with Team Leader, Sales Managers and stakeholders in e-business growth.
• Maintain high customer experience, meeting service levels and SLAs.
• Handle customer inquiries via email, phone, or meetings.
• Provide proactive support to internal and external stakeholders.
• Coordinate with DCs and carriers on deliveries and releases.
• Maintain customer records and assist with pricing approvals.
• Assist in invoicing and resolving customer queries.

Skills

Communication skills

Troubleshooting

Analytical thinking

Independent worker

Tools

SAP

TecCom

MS Office

ERP systems

Job description

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);