Senior E-commerce Specialist

Position Summary

Role and Responsibilities

Key Responsibilities

• Coordination of NPS collection process and improvement plan for NPS

• Coordinating of NPS reporting and monitor customer satisfaction and provide feedback for improvements

• Order managements in Hybris and in NERP (e.g. settle the RDO, cancelling RDO and DO)

• Ticket management in ticketing tool with SLA in operation

• Work closely with finance to manage open items, mostly concerning the installations and deliveries

• Contribution in launching new and enhancing processes by providing new functions to Hybris platforms but also support in other systems

• Resolve customer complaints by investigating problems and developing solutions

• In cooperation with other teams facilitating and providing improvement for operational processes (in cooperation with D2C/E-Commerce commercial & platform teams, but also Customer Care, Legal, warehouses and external vendors)

• Create reports, summaries and analysis

Skills and Qualifications

To be successful, you will possess the following skills and attributes:

• 3 year experience in Customer Care or E-Commerce Operation team,

• Good analytical skills and ability to run conclusions from multiple data points, 

• Ideally prior experience in NERP, analytical platform & performance tools

• Advanced in Power Point & Excel

• Good work organization

• Excellent communication skills and skills to maintain a positive attitude even in difficult situations,

• Strong English both writing and speaking,

• Passion

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