Senior E-commerce Specialist

Position Summary

Senior E-commerce Specialist

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

What We Offer :

Employment contract with a competitive salary based on experience

Attractive bonus system

Hybrid work model (3 days in the office, 2 days remote)

Opportunity to grow in a dynamic, change-driven organization

Comprehensive benefits package including lunch coupons, Multisport card, Medicover health insurance, life insurance, and access to the Samsung products employee store

The chance to work with the latest Samsung products and solutions.