The B2B Webshop Specialist works closely with the B2B Manager, the B2B account managers and 
B2B Customer Service.
• Proactively monitoring B2B KPI and alerting CS to the KPI-related abnormality.
• Analyze the activities impacting the B2B CS specific KPI’s
• Identify pain points in the B2B Customer Service processes and come up with suggestions to 
streamline our services and products. 
• Understanding and facilitating deployment of needs and policy from sales business into service 
improvement.
• Updating & communicating with sales business on CS process, quality, service level, etc.
• Understanding needs and policies from the Webshop Channel Manager.
• Proactively proposing a B2B performance improvement plan.
• Facilitating the deployment of need and policy from Webshop Channel Management into service 
improvement.
• Monitoring Post-deployment & feedback results to Webshop Channel Management
• Supporting Webhop Channel Management with data-proven feedback.
KPI’s: 
• SLA 
• CSAT 
• Other: 
o Account Management team Satisfaction 
Competencies: 
• Analytical skills 
• Cooperating
• Independence
• Initiative
• Focus on quality 
• Performance Motivation.