electronic commerce (e-commerce) sales manager
Title posted on Jobillico -
E-commerce Order Support Specialist
Posted on
June 25, 2024
by
Employer details
BRP
Job details
<p><span>As an E-commerce Order Support Specialist, you will play a pivotal role in the success of our digital retail direct-to-consumer and omnichannel experience strategy, being part of the team that monitors and optimizes the operations of BRP?s direct-to-consumer sales channels (from online order creation to fulfillment and after sales and back office related activities).</span></p> <p><span>Your expertise will be required to lead and orchestrate the resolution of incidents that are beyond the scope of our first lines of support. You will also be mobilized to influence current policies, procedures and guidelines, or even support the design of new ones that are more applicable to our D2C retail mission.</span></p> <p><span>You are a strategic/analytical thinker who can link assignments to the bigger picture. You will participate in providing data driven insights to improve our operational and retail performance, identify new opportunities to innovate and inform our strategic plans.</span></p> <p><b><span>YOU?LL HAVE THE OPPORTUNITY TO:</span></b></p> <p><span>- Ensure the overall quality of BRP?s direct-to-consumer experience by:</span></p> <ul> <li><span>Monitoring the overall health and performance of BRP?s direct-to-consumer online order management cycle (from order creation to fulfillment and after sales and back office related activities).</span></li> <li><span>Ongoing optimization of incident resolution workflows and methodologies.</span></li> <li><span>Monitoring order status, inquiry resolution and support for any necessary escalation.</span></li> <li><span>Troubleshooting and resolving incidents affecting the customer experience in BRP?s online stores as well as ensuring that back-end system processes are functioning properly.</span></li> <li><span>Assisting customer service, external service partners and BRP?s level 2 and 3 application support teams in incident resolution.</span></li> <li><span>Ensuring customer sales, support and shipping/delivery related metrics are achieved with regards to sales, cancellations, returns, and refunds.</span></li> <li><span>Maintaining Online Store SOPs, as required, on a timely basis, ensuring improvement of customer experience goals.</span></li> <li><span>Determining and identifying root causes of reported issues, where possible, in terms of specific in-house and/or vendor related and developing a plan for short- and long-term improvement.</span></li> </ul> <p><span>- Act as a liaison between internal stakeholders (e.g. customer service, dealer network, external partners, IT, etc.)</span></p> <ul> <li><span>Being a positive ambassador of the D2C retail-oriented RACI definition.</span></li> <li><span>Understanding and navigating business interdependencies, company procedures, policies, and workflows to properly assess any complex situation.</span></li> <li><span>Providing an informed diagnosis and efficient resolution plan (respectful of SLAs and procedures).</span></li> </ul> <p>- Participating in QAs for partial or end-to-end flows related to order management.</p> <p><span></span><span>- Data and analytics:</span></p> <ul> <li><span>Interpreting data and analyzing results using analytics and research methodologies.</span></li> <li><span>Evaluating key performance indicators, providing ongoing reports, and recommending business plan updates.</span></li> </ul> <p><b><span>YOU?LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:</span></b></p> <ul> <li><span>A bachelor?s degree in business/commerce, computer science or another pertinent field.</span></li> <li><span>A minimum of 2 years of experience in the retail industry in any of the following roles:<br>- Operations specialist<br>- Business analyst<br>- Client care - support specialist.</span></li> <li><span>Experience with operations in OMS, Digital/eCommerce, B2C-D2C and Omnichannel projects would be considered a strong asset.</span></li> <li><span>Comfortable with being the last line of communication in the
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LocationMontréal, QC
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SalaryNot available
- Start date
Starts as soon as possible
- vacancies
1 vacancy
- Source
Jobillico
#13672401
Advertised until
2024-07-24
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