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E-Commerce Order Management Representative

Summary

Salary
€ competitive
Team
Supply Chain and Logistics
Location
Amsterdam - The Netherlands

About us

Reporting to the Sales Order Processing Manager; ensuring high level customer service provided to Direct customers in Benelux by executing order desk and logistics processes;  resolving customer queries; creating regular and ad hoc reports and analysis;  working closely with Direct team, Contact Center, Inventory planner, Logistics team, Finance team, and 3rd party Logistics provider.

About the role

  • Processing eCommerce orders in SAP, ensuring order correctness and completeness for delivery creation
  • Monitoring order fulfilment journey across different systems, trouble shooting in case of system issues and escalating to IT if cannot be resolved locally
  • Following up on deliveries with the warehouse, ensuring goods issue, delivery and invoicing on time
  • Executing return orders, refunds and exchanges based on direct customer (owner) request; including monitoring requests in CRM system (Engage)
  • Processing customer claims, invoice corrections as per need
  • Resolving direct customer (owner) queries related to direct orders (stock availability, delivery issues, etc), monitoring requests in CRM system (in Engage)
  • Create regular and ad hoc reporting and analysis to support order fulfilment journey
  • Suggesting process changes for improving Logistics and Customer service, optimizing cost and increasing productivity

About you

Technical
  • Proven Customer Service and Order desk/Logistics experience
  • Experienced in SAP, CRM systems and webshops and understands how these are linked
  • Highly proficient in Microsoft Excel with a strong understanding of all Office programs
  • Analytical skills, able to process, understand and interpret large data sets
  • Fluent in English & Dutch languages, knowledge of French is an advantage 
  • Power-BI knowledge is an advantage 

Behavioural
  • Customer service mindset
  • Pro-active and solution oriented
  • Good time management, ability to deliver under pressure and to tight deadlines
  • Strong communication and organization skills and ability to develop peer relationships
  • Attention to detail without losing bigger picture
  • Self-motivated, independent, dynamic and results-driven

Benefits

  • Competitive Salary Package
  • Company Bonus scheme
  • Discount on Dyson products
  • Company Pension scheme
  • 29 days annual holiday plan
  • Company Fitness plan
  • Life Assurance Plan
  • Fresh fruits and Friday quiz

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.