E-commerce Customer Operations Support Specialist

My client based in Windsor is seeking an E-Commerce Operations Support Specialist in Windsor - This is a hybrid working role. Office based 3 days per week.

Overview

The Operations Support Specialist is responsible for the operational support tasks which underpin the software, and ensures their client accounts work in a manner which meets their objectives This role is tasked with ensuring account excellence for the duration of the contractual life cycle.

Responsibilities:

Operations management for recurring change requests

• Manage account update tasks to ensure a successful outcome for internal and external customers
• Ensure all required resources are booked for regular scheduled updates for client accounts
• Liaise with leads from the Data Enrichment team to resolve queries related to update tasks
• Action any account update tasks, according to the agreed team processes and procedures, and within the specified timescales

Operational organisation, planning and monitoring

• Produce timing plans in conjunction with resourcing managers and other key stakeholders
• Ensure all account update schedules are updated in the Operations Schedule and JIRA
• Monitor and track the progress of assigned operational tasks against the planned time, ensuring timely communication in relevant Slack channels
• Follow the team’s best practices for all operational tasks at all times

Risks and issue management

• Analyse risks and issues, communicate avoidance and take mitigating actions

Change control and ad hoc requests

• Highlight and help to resolve any deviations from the agreed scope of planned maintenance tasks
• Highlight any ad hoc requests to prevent deviation from contractual scope

Process improvement and value-added services

• Take ownership for your own knowledge enhancement related to products & services
• Highlights potential opportunities for improvement and participates in improvement initiatives

Qualified candidates will possess:

Education & Experience

• Experience in a technical support role or a related field
• Experience of owning and delivering an initiative in an operations environment
• Sound understanding of eCommerce, document management , eBusiness tools and database management

Skills & Abilities

• Microsoft Project, Excel and Word at intermediate level
• Excellent organisational skills, decision-making, problem-solving and negotiation skills
• Ability to prioritise and delegate
• Multicultural awareness
• Excellent communication skills (including a good standard of written and spoken English)

Aptitudes

• Self-motivated and goal-oriented
• Excellent interpersonal skills
• Ability to work in a matrix structure and inspire high team spirit

Behavioural

• Dynamic and initiative-taking personality
• Good adaptability and flexibility
• Ability to work well within a team environment

Performance

• Adherence to agreed team procedures and delivery of maintenance tasks on time, to the agreed specification, timings and budget

Contacts

• Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team

In addition, the following will be an advantage:

• Degree in computer or management studies
• Experience of supporting SaaS solutions for customers
• Experience working with global clients and international colleagues.
• Second European Language

The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.