Analyst, B2B Commerce Portal

Job Purpose

Responsible for overseeing customer account management, ensuring smooth portal operations, and efficiently handling customer feedback. This role includes the administration and optimization of the company’s B2B digital commerce platform. Additionally, it ensures seamless order management and facilitates collaboration across internal teams to enhance customer experience and maximize portal functionality.

Key Accountabilities

Job Specific Accountabilities

Customer Account & Portal Operations

• Manage customer accounts and ensure accurate and timely setup, maintenance, and support through the B2B portal.
• Monitor portal performance to ensure smooth navigation, minimal downtime, and prompt handling of customer queries and feedback.
• Ensure accurate and timely updates to customer information.
• Identify recurring issues, recommend improvements and resolve customer queries and feedback promptly to maintain high customer satisfaction levels.
• Regularly review portal analytics to identify areas for improvement.
  
  

Order Management Support

• Assist in overseeing the entire order lifecycle, including placement, tracking, returns, and payment resolution.
• Ensure that flexible payment options are available and functioning properly to meet customer needs.
• Coordinate with finance and logistics teams to ensure seamless backend processing of transactions.
• Streamline order processing and returns to enhance efficiency.
  
  

Cross-functional Collaboration

• Work closely with sales and communications teams to support digital campaigns, promotions, and seasonal offerings on the portal.
• Liaise with Marketing group to publish and update promotional content, product descriptions, banners, and customer engagement tools.
• Facilitate effective communication between internal teams to ensure alignment on portal related activities.
  
  

Portal Governance & Process Optimization

• Define and enforce best practices in portal usage, user support, and workflow automation.
• Act as the point of contact for internal / external stakeholders during the portal’s design, enhancement, and post-Go-Live stages.
• Collect and analyse user feedback and performance data to recommend functional improvements and feature enhancements.
  
  

Technical Coordination & Data Compliance

• Partner with the Digital Division for backend portal maintenance, user access management, and system upgrades.
• Ensure compliance with ADD data security protocols and industry privacy regulations
• Maintain documentation related to portal processes, user guides, and system configuration.
  
  

Qualifications, Experience, Knowledge & Skills

Minimum Qualification

• Bachelor’s degree in business administration, Information Technology, Digital Marketing, or a related field.
  
  

Minimum Experience & Knowledge & Skills

• 6 years of experience in Business Administration, Information Technology, Digital Marketing, or a related field.
• Experience in managing customer accounts and digital order management systems
• Strong experience in Microsoft applications (PowerPoint/Excel/Word)
• Working knowledge of B2B e-commerce platforms and customer relationship management tools.
• Understanding of order management workflows, payment integrations, and return handling.
• Proficiency in data analytics tools to generate user engagement and performance reports.