eCommerce Order Management Representative


€ competitive
Supply Chain and Logistics
Amsterdam - The Netherlands


Reporting to the Sales Order Processing Manager you ensure a high level customer service provided to Direct customers in Benelux by executing order desk and logistics processes and resolving customer queries. Besides you are responsible for creating regular and ad hoc reports and analysis. This role is working closely with the Direct team, our Contact Center, Inventory planner, Logistics team, Finance team and our 3rd party Logistics provider.


  • 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


  • Proven Customer Service and Order desk/Logistics experience
  • Experienced in SAP, CRM systems and webshops and understanding 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
  • 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


  • Company bonus scheme
  • Pension scheme and holiday plan
  • Discount on Dyson products

Posted: 17 June 2019