B2b Ecommerce Support Specialist

5 days ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The B2B Support Specialist - eCommerce is responsible for delivering operational and technical support to business clients engaging with the company’s eCommerce services. This includes onboarding new B2B clients, managing digital order flows, resolving service-related issues, and ensuring seamless integration and usage of eCommerce tools. The role is pivotal in enhancing client satisfaction, ensuring data accuracy, and supporting the commercial success of B2B digital channels.

**Job Objectives**:

- Facilitate onboarding of new B2B clients within the eCommerce ecosystem, ensuring all setup steps are completed accurately and efficiently.
- Provide first-line support for B2B clients experiencing issues with order placement, payment processing, account setup, or service access.
- Monitor and manage digital order flows, ensuring timely processing, escalation of exceptions, and resolution of discrepancies.
- Respond to customer and store queries, ensuring timely and professional resolution.
- Collaborate with internal teams (e.g., IT, logistics, finance, and sales) to resolve client issues and improve service delivery.
- Maintain accurate records of client interactions, support tickets, and resolutions to ensure audit readiness and knowledge sharing.
- Assist clients with integration of their procurement systems (e.g., ERP) with eCommerce services, providing guidance and troubleshooting support.
- Generate regular reports on B2B service usage, order volumes, issue trends, and client feedback to inform continuous improvement.
- Support promotional and campaign activities by ensuring B2B clients have access to relevant products, pricing, and content.
- Ensure compliance with data privacy, cybersecurity, and internal governance policies in all client interactions and data handling.
- Identify opportunities to improve client experience and operational efficiency, recommending enhancements to processes and service features.
- Provide training and guidance to B2B clients on eCommerce service usage and best practices

**Qualifications**:

- Grade 12 qualification - (essential).
- Diploma in Finance, Accounting, Business Administration, or a related field - (preferred).

**Experience**:

- +2 years of experience in balance sheet reconciliation, demonstrating an understanding of accounting principles and practices - (essential).
- Proven experience with corrections journals and postings to ensure accurate and compliant financial records - (essential).
- Experience working on SAP - (preferred).
- Retail cash reconciliations experience - (preferred).

**Knowledge and Skills**:

- Proficiency in Microsoft Suite, especially Excel - (essential).

**Applicant Feedback Policy**:

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