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E-Commerce Support and Operations Specialist

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Date: Aug 14, 2019

Location: Pune, MH, IN

Company: Datwyler

Distrelec, part of the Datwyler Group, is a leading European multi-channel distributor for electronic, and mechanical components, measurement technology and IT equipment. The successful applicant will be joining the team responsible for maintaining and developing Distrelec’s Webshop.

 

  • Responsible for working within the digital delivery E-Commerce team to support the ongoing operations of the Distrelec web & eCommerce channels as part of an Agile Development Team. These will be used to deliver new functionality to the Distrelec Webshop and associated back-office systems, benefitting Distrelec customers and Business users responsible for supporting the E-Commerce process.
  • The supporting expert and initial point of contact for users of core commerce and marketing applications solving issues and providing best practices, trouble-shooting and performing system monitoring and escalation activities.
  • Provide training and support to the wider business and customer facing teams on the functionality of the web and eCommerce tools.

Be the customer advocate when prioritising production issues.

 

Experience/Industry knowledge

  • 1-2 years experience supporting eCommerce channels in large eCommerce business.
  • Strong technical knowledge.
  • Knowledge of SAP/Hybris desirable.
  • Understanding of the technical underpinnings of enterprise eCommerce systems.

Personal competences:

  • Analytical and logical thinking skills.
  • Ability to learn new skills and strengthen existing skills and knowledge.
  • Excellent communication, presentation, problem-solving and organizational skills.
  • Bears personal responsibility and demonstrate quality awareness.
  • Behaves loyally and complies with rules, regulations and legal requirements.
  • C1 Effective Operational Proficiency or advanced : ENGLISH
  • Degree not required, A-Level or equivalent qualification level preferred.
E-Commerce Support & Operations Specialist

1-2 years of Experience

Reporting and Interaction

Reports directly to eCommerce Operations Manager, as part of a wider ecommerce digital delivery team responsible for all Distrelec’s web activities

Job Purpose

Distrelec, part of the Datwyler Group, is a leading European multi-channel distributor for electronic, and mechanical components, measurement technology and IT equipment. The successful applicant will be joining the team responsible for maintaining and developing Distrelec’s Webshop.

 

  • Responsible for working within the digital delivery E-Commerce team to support the ongoing operations of the Distrelec web & eCommerce channels as part of an Agile Development Team. These will be used to deliver new functionality to the Distrelec Webshop and associated back-office systems, benefitting Distrelec customers and Business users responsible for supporting the E-Commerce process.
  • The supporting expert and initial point of contact for users of core commerce and marketing applications solving issues and providing best practices, trouble-shooting and performing system monitoring and escalation activities.
  • Provide training and support to the wider business and customer facing teams on the functionality of the web and eCommerce tools.

Be the customer advocate when prioritising production issues.

Main Tasks & Responsibilities
  • Engages with internal customers as a first line support and is able to understand their business needs and acts accordingly.
  • Acts as main point of technical contact with internal customers that require in-depth application support regarding any eCommerce technology.
  • Supports the UAT team on an adhoc basis with test plans, test scenarios and test cases.
  • Maintains a highly developed understanding of the different technologies in use within the e-platform (core commerce and marketing ecosystem).
  • Continuously documents all support efforts brought forward and constantly improves on service delivery

Works with 3rd party and central IT functions to resolve issues, progress change requests and/or defects.

The Company may assign other tasks and duties

Skills & Technical Competences & Behaviors

Experience/Industry knowledge

  • 1-2 years experience supporting eCommerce channels in large eCommerce business.
  • Strong technical knowledge.
  • Knowledge of SAP/Hybris desirable.
  • Understanding of the technical underpinnings of enterprise eCommerce systems.

Personal competences:

  • Analytical and logical thinking skills.
  • Ability to learn new skills and strengthen existing skills and knowledge.
  • Excellent communication, presentation, problem-solving and organizational skills.
  • Bears personal responsibility and demonstrate quality awareness.
  • Behaves loyally and complies with rules, regulations and legal requirements.
  • C1 Effective Operational Proficiency or advanced : ENGLISH
  • Degree not required, A-Level or equivalent qualification level preferred.
KPIs
  • Reported incidents to be raised and scheduled for work within SLA.
  • Escalations to management kept to a minimum
  • To maximize webshop availability/Uptime
  • Attain high levels of customer satisfaction

Resolve critical incidents within SLA

Datwyler Competencies
Datwyler Leadership Competencies -Ensuring Responsibility/Integrity- Acts as a self steering professional-Level 4
Datwyler Management Competencies- Entrepreneurship- Implements strategy - Level 3
Datwyler Expertise Competencies- Exceed customer expectations - Is customer oriented-Level 2
Datwyler Social & Personal Competencies- Emotional Intelligence- Is responsive to the situation of others-Level 3
  • Engages with internal customers as a first line support and is able to understand their business needs and acts accordingly.
  • Acts as main point of technical contact with internal customers that require in-depth application support regarding any eCommerce technology.
  • Supports the UAT team on an adhoc basis with test plans, test scenarios and test cases.
  • Maintains a highly developed understanding of the different technologies in use within the e-platform (core commerce and marketing ecosystem).
  • Continuously documents all support efforts brought forward and constantly improves on service delivery

Works with 3rd party and central IT functions to resolve issues, progress change requests and/or defects.