Representative Customer Service (e-commerce)

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);  

 #LI-PK1