Customer Service Representative E-Commerce

工作内容

Job Summary:

· Manage the complete order process for your dedicated customers on the e-commerce

platform. This starts with order entry, follow up the production process, resulting in on time

deliveries

· Maintaining & screening stocks for e-commerce and to ensure stock levels for the e-

commerce customers.

· Handling of commercial and logistics complaints: incomplete deliveries, broken products, …

Respond to any issues in a commercial way offering a solution that satisfies all parties.

· Manage the introduction process of new products with customers. This includes creating new

article numbers, follow up on artworks & color matches, work on a phase out & phase,

implement new items smoothly without left overs or stock shortages.

Main Duties and Responsibilities:

· First point of contact for the online customer.

· Processing and follow-up of sales orders, from order input through delivery.

· Handling demand management. Work in close contact with different departments, analyze

forecast versus actual purchases. Preventing shortages or non-moving stock by arranging

adequate phase in/out of new products.

· Follow up on productions & purchases for stocks maintenance.

· Receive and handle complaints and claims and offer a commercial solution together with the

e-commerce team.

· Issue credit/debit notes and deal with questions and operational issues about these invoices.

· Retrieve an open, pro-active, commercial and professional communication towards your

customers on a daily basis.

· Continuous product knowledge update, ensuring the latest product developments are

known.

· Providing excellent customer service to our customers and strive for customer delight.

Qualifications

Education:

• Bachelor degree in Economics, Marketing, Communications or any related discipline

Work Experience:

· Minimum of 2 years commercial experience in an international B-to B market environment

· Knowledge and operating experience of transport/logistics is preferred

· Knowledge of and worked with INCO terms is preferred

· General knowledge of Customs procedures is preferred

· Knowledge of selling on/using e-commerce platform is preferred

Technical Skills:(Certification, Licenses and Registration)

· Microsoft Office

· ERP software in general

Language / Communication Skills:

· Excellent language skills, fluent orally and in writing Dutch and English (company language).

French and German are a surplus

Job Dimensions

Type of Employment::Full time

Organization Structure

Direct Line Manager (Title):Manager Customer Service & Commercial Support Foodservice Global

gategroup Competencies Required to be Successful in the Job:

• Thinking –Information Search and analysis & problem resolution skills
• Engaging –Understanding others, Team Leadership and Developing People
• Inspiring –Influencing and building relationships, Motivating and Inspiring, Communicating effectively
• Achieving –Delivering business results under pressure, Championing Performance Improvement and Customer Focus
• Excellent verbal and written communication skills
• Attention to detail, well organized, accurate and well documented
• Flexible
• Customer Service minded and customer focused
• Able to cope with deadlines and time pressure
• Team player
• Stress resistant personality
• Able to prioritize and take the self-initiative
• Able and willing to work in a dynamical and fast changing environment

Demonstrated Values to be Successful in the Position

Employees at gate group are expected to live our Values of Excellence, Integrity, Passion and Accountability. To demonstrate these Values, we expect to observe the following from everyone:

· We treat each other with respect and we act withintegrity

· We communicate and keep each other informed

· We put our heads together to problem solve and deliverexcellenceas a team

· We have passionfor our work and we pay attention to the little details

· We foster an environment of accountability, take responsibility for our actions and learn

from our mistakes

· We do what we say we will do, when we say we are going to do it

· We care about our coworkers, always taking an opportunity to make someone’s day better