Job DescriptionThe selected candidate will hold a role that is dual in nature - one side being technical, involved with website development project management and fixing any issues that arise which requires investigative skills, understanding of a digital website and proficiency in Excel and data analysis - the other side being responsible for dealing with customer queries and increasing sales.RequirementsRelevant tertiary qualification or Bachelor's degree in Marketing, Business Administration, E-commerce or a related field.3 - 4+ years proven work experience in an E-commerce environment.Advanced experience and proficiency in Microsoft Excel.Ability to prioritize tasks, manage multiple projects and meet deadlines in a fast-paced environment.Capable to troubleshoot issues related to website functionality and service inquiries.Strong understanding of E-commerce and websites and marketing concepts around user experience.Exceptional analytical and decision-making skills, with a data-driven approach to problem-solving.Strong organisational skills.A highly motivated self-starter who is able to work without supervision.Excellent written and verbal communication skills in English (additional languages such as Afrikaans would be advantageous).Positive attitude and excellent customer service skills.Strong interpersonal skills - proficiency in interacting with people at all levels.Experience with the SAP technology solution, and an understanding of the steel industry is advantageous.Duties and ResponsibilitiesTechnical & Development & Website ManagementLead the implementation of website enhancements and new features in collaboration with the technical team, including project management of the website's development and the testing of new changes.Responsible for the management and maintenance of our website, ensuring a seamless user experience and that all customer-facing website information including content, products, images, product information, etc. are all up to date and correct.Monitor the E-commerce website daily to identify any errors on the website or with customer orders, and attend to them immediately - taking action to fix them, identify the cause and provide a solution.Maintain information on SAP (such as online prices and customers' contract prices, product images, delivery date tables etc.)Being curious and investigative in nature and taking initiative to identify solutions to any issues arising; and keeping all relevant teams informed.Suggesting website improvement functionality optimisations based on best practice and to provide solutions to maximize customer experience.Customer Engagement & SalesManaging and responding to customer queries. This includes being the first port of call for customers for email and phone queries, and directing them to the correct people within departments as required.Managing the registration of new E-commerce customers and maintenance of current user accounts on E-commerce and SAP.Directly contacting new potential customers to promote our online website; and contacting existing customers who have become inactive on the online platform.To assist customers understand how the online website works and explain the benefits, in order to entice them to register, and buy online.To assist customers to review, accept, enter and confirm online orders.Reporting & CommunicationCreating, managing and running reports in Excel to report on key metrics, including daily reports.Tracking of website metrics on an ongoing basis.Liaising with the Marketing team for any customer communication that is required to be sent out. This includes creating content for blog posts and emails for customer communication.Work with internal staff, and external customers to understand their needs, identify their problems, and provide them with solutions, keeping the customer at the forefront of solutions.
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