E-Commerce Team Leader

Job Description

A collective energy and ambition. A place where you can make a real difference.

We’re a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Are you an experienced E-commerce customer service specialist interested in taking the next step? Do you believe in supporting a team through empowerment and motivation? Are you organised and able to communicate effectively with a variety of stakeholders?

If the answer is yes - then look no further. Church & Dwight UK Ltd have an exciting opportunity to join our team based in Folkestone, Kent for an E-commerce Team Leader.

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 company liaison point between our customer (Amazon), our logistics providers, and our internal teams.  The Team Leader is also responsible for our Direct to Consumer fulfilment service and liaison with the external provider.

Key responsibilities include:

People Management:

• Manage the day-to-day tasks of a team of 2 direct reports and ensure they are on track

• Take responsibility for training and development of the team, identifying gaps and organising the relevant training, including on customer portal.

• Building positive relationships with internal stakeholders (Sales, Logistics, Returns, Marketing and Finance) to help improve the overall customer experience.

Customer Service – Order Management:

• Oversees and control the day-to-day operational function of the Ecommerce Fulfillment team, ensuring that all our customers’ service levels are achieved.

• Daily order entry onto SAP, ensuring the validity of orders & confirming back on customer portal.

• Controlling the release of orders to third party Distribution Companies to ensure customer delivery dates are met.

• 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.

• Maintain effective communication of stock with Account Managers, make inventory health checks as and when required and place B2R orders with sales approval.

• Liaison with third party fulfilment house and D2C Marketing Manager on D2C business, ensuring customer issues are resolved promptly and service levels are optimised.

Reporting

• 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 C&D teams in Germany and France.

• Ensure month end processes are followed and reporting are up to date and correct.

The ideal candidate will have significant e-commerce customer service experience, especially with Amazon, ideally within a comparable multi-national FMCG organisation. In addition, they will:

• Have excellent interpersonal skills, in both written and verbal communication.

• Have the capability to relay information effectively, both externally to customers and internally to colleagues.

• Be familiar with Vendor Central

• Have good knowledge of MS office programs, especially Outlook, Word and Excel   

• Have knowledge of data entry into business systems; SAP experience within Sales, Materials Management modules is an advantage.

• Be numerate, confident and accurate with figures, with a strong attention to detail and capability to self-check work.

• Be self-motivated and manage workload effectively essential.

• Have experience leading a team or project desirable.

• Have knowledge of SAP.

This role will be based approximately 50% in the office and 50% working from home, with occasional business travel.

In return we offer a competitive package, including 24 days annual leave, a pension matched up to 9%, discretionary annual bonus and membership of a health cash plan.

For more information on our company, our brands and our culture visit us at http://www.churchdwight.co.uk/

When applying for a role and sending your cv, you understand that the Company will hold your personal data in relation to your prospective employment and will process that data for legitimate business reasons within the requirements of UK data protection laws currently in effect and as they become applicable, including the Data Protection Act 1998, the General Data Protection Regulation (Regulation (EU) 2016/679)) and any successor legislation. Candidate Privacy Notice.