Customer Service Executive - Etail
Job Title: Customer Service Executive – E-tail
Reports To: CS & Ops Director
Department: Customer Service
Purpose of the Job:
To ensure ACCO meets and exceeds Customer’s demands and expectations with regards to service delivery and total customer satisfaction, through effective order handling, query investigation and resolution.
Principal Accountabilities and Key Tasks:
Proactively investigate delivery disputes by using report data to highlight areas for improvement including preventative actions and process re-engineering – with focus on debit reduction.
Identify customers issues through Chargeback analysis, investigation to find the root cause, work with the business to find a diagnosis and resolve the issues quickly and professionally.
Review customer demand including lost sales on a daily basis, with clear communication and process with Demand Planning.
Look for continuous improvement of the sales order process from order receipt through warehouse fulfilment and invoicing.
Seek automation and optimisation of processes utilising Amazon tools in-line with ACCO system platforms.
Work through detailed analysis data to pull out and highlight the “so what” and make recommendations for change.
Support with processing Customer orders and all activities associated with the process.
Handle any order queries ensuring all are processed accurately and in a timely manner and in line with deadlines.
Work collaboratively with the ACCO Sales team on the account management and building Customer relationships.
Develop and maintain effective links with other internal departments to ensure complete alignment of processes.
Provide cover for other team members during times of absence.
Contribute to the team effort to ensure all department goals and targets are achieved.
Any additional tasks as requested by line management.
To ensure compliance with all Company Standards & Regulations with regard to Health, Safety and the Environment and Process linked to Co Policies including Sarbanes Oxley (SOX). Maintain company and departmental standards of dress, time keeping and attendance.
Knowledge & Experience:
- Experience of Amazon including vendor central/seller central
- Strong analytical and problem-solving skills with the ability to successfully interact with customers and colleagues.
- Cross functional working environment.
- Forward-thinking problem solver who is solution driven
- Analyse and summarise complex data
- Excellent prioritisation, communication, organisational, self-motivating and planning skills
- Adaptable and flexible to change
- Excellent Microsoft 365 tools (particularly advance in Excel)
- Full time position – Monday to Friday
- 35 hour week, or hours to complete tasks
Equal Opportunity Employer
ACCO Brands is an equal opportunity/affirmative action employer. The Company provides equal employment opportunity to all persons without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Accommodation for applicants with disabilities will be provided in all parts of the recruiting process as required under the ACCO Brands Canada AODA policy. Applicants are asked to make their needs known in advance.