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Customer Success Executive, Ecommerce
2 weeks ago
**Role Purpose**
With Digitization of the business being one of the key focus areas of the organization, we aim to provide our product offerings and service via our e-commerce channel. The e-commerce platform is an additional channel for pre-sale, sales and post sales services to our customers.
This role will report into the Customer Success Manager, Ecommerce and will be responsible for the execution of the e-commerce processes. The Customer Success Executive, Ecommerce will ensure that customer requests and queries received via the e-commerce portal are managed in a professional and efficient manner.
The role will provide the necessary support to the Customer Success Manager, Ecommerce to understand the challenges faced by customers and the execution teams to maintain a happy flow enabling process and performance improvement.
**Role Accountabilities**
Process & workflow execution - Ecommerce
- Serves customers by providing product and service information and resolving product and service problems
- Assist with UAT/ testing of the ecommerce portals
- Engage with customers to understand their business requirements and recommend additional products/ services offered by Swire Shipping
- Responsible for execution of the defined e-commerce processes as per defined SLA which may include ebookings, online sales, online documentation, online support.
- Be part of the continuous improvement journey of the e-commerce portal
- Assist Customer Success Manager, Ecommerce in root cause analysis of any deviations to the SLA
- Assist Customer Success Manager, Ecommerce in trainings (internal & external)
- Responsible for the customer satisfaction levels reported basis NPS or any other feedback mechanisms from customers
- Promote e-commerce products to customers to ensure uptake
Crisis Management
- Make every effort to be aware of and understand your role in the event of a crisis.
- Make every effort to attend any relevant training, simulations and or meetings relating to Crisis Management.
- Perform your role as best as possible in a calm and collaborative manner in line with the relevant policy and procedures in the event of a Crisis.
- Provide input and feedback towards the ongoing improvement of the Crisis Management framework and procedure.
Safety
- Take responsibility for the safety of myself and those around me by displaying safety leadership principles (i.e. Safety I’s & Accountability ladder).
- Challenging and stopping unsafe acts and behaviours or unsafe conditions.
- Comply with the Global Safety Standards, Polices and Operating Procedures.
**Key Qualifications & Skills**
**Qualifications**:
- Bachelor’s degree, preferably in Business/ Shipping/ Logistics/ Supply Chain Management
- Minimum 3 years of relevant experience in execution of shipping and logistics processes including via online channels
Technical Skills
- Advanced MS Word, MS Excel and PowerPoint skills.
- Experience with Sales/Service CRM platforms (eg. Salesforce/Zendesk) required.
Professional Skills
- Maintain a positive, empathetic and professional attitude towards customers at all times
- Able to work in a fast paced, team-oriented environment to achieve business goals
- Accomplish targeted performance objectives with a positive, self-motivated and can-do attitude.
- Excellent communication and interpersonal skills
- Passion to solve customers’ problems in a sustainable method
- Eager to go the extra mile to ensure customer delight
- Ability to understand the root cause of customer dissatisfaction and suggest required improvements to process/ system.
- Excellent team player
- work together with the team to maintain a positive work environment
