Representative Customer Service / Order Management Specialist (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