Job Purpose & Primary Job Responsibilities

As a Digital & E-commerce Specialist, you will be a key part of a brand new centralized team in Rotterdam that will focus on our Digital Strategy, Customer Onboarding, the promotion and development of our E-commerce platform and various AI initiatives. This team is at the heart of the company and will be crucial for implementing ONE's company goal of "Digitalization" in the Rotterdam office. You will contribute to creating a superior customer experience by managing and executing the customer onboarding process to our digital tools. Furthermore, you will support our Sales, Customer Service and Finance teams in their digitalization journey so that they can work more efficiently and increase digital knowledge. You will also participate in upcoming digital projects.

Your primary responsibilities include:

• Participate in the execution of the local Digital and E-commerce strategy for the Rotterdam office
• Own the customer onboarding process from start to finish for new and existing customers in order to increase usage and knowledge of our digital products
• Act as a representative of ONE in customer meetings, business reviews and daily transactions
• Gathering customer and competitive intelligence with the goal to innovate our products, grow market share and create customer loyalty
• Monitoring customer usage of our digital products based on page-clicks and/or views to identify areas for improvement
• Data analysis: own the process of building and analyzing data to find trends, improve processes and guide development
• Supporting AI initiatives and system developments
• Assisting internal teams and customers in setting up EDI and API connections
• Create and regularly host training sessions for internal teams to increase internal understanding of our E-commerce platform, Chat platform and our other ONE systems such as ONE Quote, Quick Booking, E-Finance, E-BL etc. 
• Collaborate with internal stakeholders such as our E-commerce team, Business Process Intelligence Team (BPIT), EUA Regional Central Customer Service Team, Sales, Customer Service, Finance to share data and customer feedback

Scope Of The Role

Day to Day Operations: You will actively work with various stakeholders to implement ongoing and upcoming digital projects. In liaison with internal teams, you will participate in and execute the onboarding process to our digital products for new customers. You will also regularly contact existing customers to provide assistance in their digitalization journey and to ensure that their requirements and expectations are clearly understood. You will be involved in locally achieving KPIs and other goals in line with regional/global Digitalization and E-commerce strategies

Process & Quality Management: You will play a key role in centralizing the promotion of digital tools like the E-commerce platform, various digital ONE products, our Chat platform and you will participate in various AI initiatives. This will lead to increased efficiency by automating tasks and allowing staff to handle more complex issues. You will utilize data to find trends, improve processes, and guide development. You will ensure compliance with company rules and regulations on all processes and transactions

Communication & Collaboration: You will be expected to work closely with various departments to increase their digital awareness and development. This role also involves best practice sharing with Digital and E-commerce focals in other countries. You will support the organizations digital initiatives by fully participating in ongoing meetings/updates

Digital Adoption: You will be at the forefront of driving digital adoption, maximizing the use of digital platforms, and focusing team expertise on high-value work. You will be responsible to provide valuable feedback on business specifications and during UAT testing that ultimately improves the customers’ overall experience

Required Skills & Competencies

• A bachelor's degree or equivalent professional experience
• Preferably some experience in digitalization, E-commerce platforms, project management, shipping and logistics or a related field
• Flexibility and creativity in problem solving, customer- and service oriented
• Good knowledge of Google Workspace
• Articulate, clear oral and writing communication skills in English and Dutch
• Enthusiastic team player
• Ability to collaborate effectively with various stakeholders
• Ability to think strategically, anticipate, decide and define achievable targets
• Familiarity with analyzing data from reports and dashboards to measure progress
• Proactive in identifying and suggesting training needs related to E-commerce tools
• Strong presentation skills
• Demonstrates and generates passion and excitement for digital service tools
• Be an advocate for change

What we offer

• Market based salary
• 26 Holiday days per year
• Holiday allowance
• 13th month
• Pension: a defined contribution paid by Employer and Employee
• WIA and WGA-gap insurance fully paid by ONE
• Collective Health Insurance
• Hybrid working
• Commuting and Working from Home Allowance
• Office in the centre of Rotterdam, walking distance to Station Blaak and the Markthal
• An opportunity to actively contribute to ONE's digitalization strategy and directly impact customer experience and operational efficiency
• Be part of a newly centralized team with clear objectives