Customer Service Specialist

We are looking for a detail-oriented Customer Service & Operations Specialist to support our growing e-commerce operations. In this role, you will be responsible for managing order processing, shipping coordination, and data accuracy across multiple online retail platforms including. You will collaborate with our Key Accounts Operations Specialists, other internal teams and external retail partners to ensure smooth operations and timely deliveries.

Key Responsibilities

• Order & Inventory Management
• Managing orders & reorders for digital key accounts, processing them on ECCO’s system, followed by confirming orders in the retailer portal.
• Ensure system and data integrity by ensuring system records match actual shipments, removing any unfulfilled orders from the system.

• Shipping & Logistics Coordination
• Maintain accurate shipping tracking files, including tracking shipments, updating quantities, delivery dates & adding new orders.
• Support sales and shipment analysis by proactively reviewing order availability to ensure deliveries on time & in full are maximised.
• Handle shipping requests and support peak season order fulfilment working with internal & external teams proactively and reactively when challenges arise.

• Retailer Communication & Support
• Provide missing product details, returns info, shipping updates, delivery links & manage shortage claims.
• Manage any other ad hoc retailer requests similar to this.

Who You Are

• Highly organized with strong attention to detail.
• Comfortable working with data, tracking shipments, and managing orders.
• Able to collaborate effectively with internal teams and external retailers.
• Experience with SAP or similar order management systems is a plus.
• Previous experience in e-commerce operations, logistics, or supply chain management is preferred.