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eCommerce Coordinator (Temporary in 6 months)

Role summary:

The position is responsible for ensuring that customers’ bulk order requirements are delivered through Coats eCommerce, resulting in Coats achieving targeted % of converting offline bulk orders to online eCommerce platform, high levels of improving Coats service by shortening order cycle time via eComm and supporting profitable sales growth.

 Key Accountability

  • Work closely with commercial team and customer service team to convert customer orders from offline to online;
- Understand customer order process and specific requirements during order cycling;
- Seek for solutions through eComm to fulfil customer requests;
- Work closely with sales customer service team and Customer care team to convert customer online by deliver benefits of eComm;
  • Provide expert guidance regarding eComm online order process to sales team and customer service team;
- Understand eComm functions and enhancements from global digital team and project manager;
- Provide trainings to sales team, customer service team and Customer care team accordingly on eComm usage and new features;
  • Manage customer expectations and feedback and coordinate with IT team to report issues on eComm platform timely and effectively to ensure system staying in good performance and customer’s satisfactions on using eComm;
  • Coordinate with master data team to ensure CCE/eComm WBA master data correction
  • Verify data in PDF order form from customers in OCR tool.
  • Resolve shade creation issues with shade being held in BD87 (CCE).
  • Support the transfer of OSO customers from CS. 
  • Continue in current role of SAP Power User.

Education, Qualification and Experience:

1. Essential

  • Experience working in a results driven environment.
  • More than 2 years’ experience working in a fast paced customer service environment.
  • Effective follow up, documentation and communication skills.
  • Ability to effectively communicate across all levels of the organisation, and with customers.
  • Ability to work as part of a team and on own initiative.
  • Constant desire to learn, improve and innovate.
  • English communication in both oral and written.
2. Desirable:
  • Knowing Coats product and service portfolio;
  • Knowing order handling process very well.

Closing Date: 20 August, 2018