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E-commerce Professional II
Hopkinton, MA
Job Description
Summary
The Web Customer Onboarding Specialist is primarily focused on facilitating the growth of digital buying channels and ensuring that customers have a good experience when they buy online. Priority initial focus for this position is to facilitate the migration of customers who buy eCommerce products offline to the Web buying channel. The onboarding of these offline customers to the online channel is critically critical component of the channel growth plan. This role is highly collaborative and cross functional in nature.
Responsibilities
Reaching out to customers to learn how they buy and to determine if they can buy on the website
Organizing customer lists for email campaign oureach
Tracking, following up and closing out customer questions that support the offfline to online buying channel migration including partnering with Sales to ensure that customer discounts and pricing are consistent for offline and online buying channels and working with pricing and customer care teams to ensure the customer pricing is made available online
Acting as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of issues, tasks, requests, or updates
Following documented troubleshooting steps before escalation to others on the team by using the website, web admin tool and SAP
Acting as the customer facing "case owner" from end to end when the customer has reported a problem
Identifying opportunities for B2B integration projects
REQUIRED experience to apply:
SFDC commerce
SFDC Case Management
Jira
2+ years' experience with SAP ERP transactions (must be able to check customer master setup, simulate an order to check customer pricing, check customer deal)
Customer facing issue resolution experience
Excel vlookup
Preferred Experience:
Profile management for transactions on Customer Platforms (Ariba, Coupa, Taulia, Tradeshift, Tungsten, Basware)
Configuration and correction of e-invoice necessary set up in SAP: activation of cxml invoices, deactivation of paper invoices, Customer Master changes
Independently executes P2P automation projects with customers end to end including project scoping, documentation of requirements, SAP customer master account setup, SAP ship to address - customer ship to code mapping, cXML/EDI review & mapping, transaction validation, punchout setup, testing with the customer IT/project team and post go live hypercare.
2+ years' experience with B2B ecommerce transactions and processes
Experience as a supplier working with customers who are using eprocurement platforms (Ariba, Jaggaer, Coupa)
Salesforce Commerce
Salesforce CRM
Jira
SAP
#ZR
We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color sex, national origin, citizenship status, age, sexual orientation, gender identity, marital status, uniform service member status, genetic information, disability, or any other protected status, in accordance with all applicable federal, state, and local laws. This practice extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.
The Web Customer Onboarding Specialist is primarily focused on facilitating the growth of digital buying channels and ensuring that customers have a good experience when they buy online. Priority initial focus for this position is to facilitate the migration of customers who buy eCommerce products offline to the Web buying channel. The onboarding of these offline customers to the online channel is critically critical component of the channel growth plan. This role is highly collaborative and cross functional in nature.
Responsibilities
Reaching out to customers to learn how they buy and to determine if they can buy on the website
Organizing customer lists for email campaign oureach
Tracking, following up and closing out customer questions that support the offfline to online buying channel migration including partnering with Sales to ensure that customer discounts and pricing are consistent for offline and online buying channels and working with pricing and customer care teams to ensure the customer pricing is made available online
Acting as an advocate for customers during the triage and resolution of high severity cases to assist with the timely resolution of issues, tasks, requests, or updates
Following documented troubleshooting steps before escalation to others on the team by using the website, web admin tool and SAP
Acting as the customer facing "case owner" from end to end when the customer has reported a problem
Identifying opportunities for B2B integration projects
REQUIRED experience to apply:
SFDC commerce
SFDC Case Management
Jira
2+ years' experience with SAP ERP transactions (must be able to check customer master setup, simulate an order to check customer pricing, check customer deal)
Customer facing issue resolution experience
Excel vlookup
Preferred Experience:
Profile management for transactions on Customer Platforms (Ariba, Coupa, Taulia, Tradeshift, Tungsten, Basware)
Configuration and correction of e-invoice necessary set up in SAP: activation of cxml invoices, deactivation of paper invoices, Customer Master changes
Independently executes P2P automation projects with customers end to end including project scoping, documentation of requirements, SAP customer master account setup, SAP ship to address - customer ship to code mapping, cXML/EDI review & mapping, transaction validation, punchout setup, testing with the customer IT/project team and post go live hypercare.
2+ years' experience with B2B ecommerce transactions and processes
Experience as a supplier working with customers who are using eprocurement platforms (Ariba, Jaggaer, Coupa)
Salesforce Commerce
Salesforce CRM
Jira
SAP
#ZR
We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religion, color sex, national origin, citizenship status, age, sexual orientation, gender identity, marital status, uniform service member status, genetic information, disability, or any other protected status, in accordance with all applicable federal, state, and local laws. This practice extends to all aspects of our employment practices, including but not limited to, recruiting, hiring, firing, promoting, transferring, compensation, benefits, training, leaves of absence, and other terms and conditions of employment.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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