E Commerce Team Leader Folkestone United Kingdom

  • UK
  • Anywhere

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A new instruction for an E Commerce Team Leader with a key employer and global manufacturing client in the area.
Highlights of the Package:
Hybrid working available with 50% working on site and 50% working from home
Favourable salary depending on experience
4% company performance related annual bonus
Match up to 9% pension contribution including salary exchange option
Health Cash Plan with Healthshield
Life Assurance at 4 x Base Salary
24 days annual leave plus you can buy/sell 2 days per year plus bank holidays x 8
Monday to Thursday 9am – 5pm and Friday 9am – 4.30pm

The Role:
The E Commerce Team Leader is responsible for ensuring the UK E Commerce Fulfilment Team provides excellent customer service to support this growing channel, acting as the key liaison point between the customer (Amazon), the logistics providers, and internal teams. The Team Leader is also responsible for their Direct to Consumer fulfilment service and liaison with the external provider.

Key Skills we are seeking in an individual:
You will require excellent communication skills (both written and verbal)
Have the capability to relay information effectively externally to customers and internally to colleagues.
Good knowledge of MS office programs, especially Outlook, Word and Excel
Knowledge of data entry into mainframe computerised business systems; SAP experience within Sales, Materials Management modules is an advantage.
Numerate, confident and accurate with figures, with a strong attention to detail and capability to self-check work.
Ability to be self-motivated and manage workload effectively essential.
Experience leading a team or project desirable
Occasional travel may be required
Knowledge of SAP an advantage
Previous experience within a manufacturing environment desirable

Responsibilities fall under 3 main categories:
 People Management
 Customer Service – Order Management
 Reporting

People Management:
Manage the day-to-day tasks of a team of 2 direct reports and ensure they are on track
Run team meetings
Training and development of the team, identifying gaps and organizing the relevant training, including on customer portal.
Allocation of workload across team.
Motivate the team to carry out daily tasks within required deadlines
Encourage the team to explore new possibilities to resolve outstanding queries and reduce the list of non-compliances
Building positive relationships with internal stakeholders (Sales, Logistics, Returns, Marketing and Finance) to help improve the overall customer experience.
Conduct appraisals and be involved in the recruitment process as needed
Proactively identify efficiency improvements/removal of touchpoints/order consolidation possibilities

Customer Service – Order Management:
The E Commerce Team Leader oversees and controls the day-to-day operational function of the Ecommerce Fulfilment team, ensuring that all customers’ service levels are achieved
Daily order entry onto SAP, ensuring the validity of orders by checking delivery addresses, products, prices and stocks & confirming back on customer portal.
Obtaining Automatic Shipping notes on behalf of the third-party distributor.
Controlling the release of orders to third party Distribution Companies to ensure customer delivery dates are met,
Ensure effective communication on specific requirements including short lead time orders and stock issues with third party distribution partners to enable orders to be picked in a timely and efficient fashion.
Control of customer invoice queries, control of query investigation and challenging noncompliance issues, managed on customer portal.
Liaise with third party distributors (in France/Germany) to obtain evidence to support investigations.
Work closely with Finance.
Customer Promotional invoice approval.
Maintain effective communication of stock with Account Managers, make inventory health checks as and when required and place B2R orders with sales approval
Support to colleagues within the customer service team, including back up support on Amazon UK and other customers
Update customer portal with safety data sheets for Amazon UK and other European countries
Liaison with third party fulfilment house and D2C Marketing Manager on D2C business, ensuring customer issues are resolved promptly and service levels are optimised
Maintain report on daily interface – tracking all deliveries are in line with month end reporting.
Identify trends to pro-actively manage accounts.
Regular reports to local teams in Germany and France
Ensure month end processes are followed and reporting are up to date and correct
Any additional ad-hoc reporting as requested

If you would like to be considered for this exceptional opportunity, then please email an up to date CV as soon as possible.

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