Description:
The Coordinator, Omnichannel Operations will work closely with the Omnichannel Operations team to ensure our customers receive their online orders in a timely manner and with the highest quality. They will work closely with stores, the distribution centre, and the customer contact centre to manage the daily workflow of orders and proactively identify and resolve issues. As well, the Coordinator, Omnichannel Operations will be expected to identify opportunities to deliver customer experiences in the future and work with stakeholders to build and execute on the associated plans.
Specific responsibilities include (but are not limited to) the following:
- Create daily Ecommerce fulfillment reporting
- Monitor store fulfillment and follow up with stores on status of aged orders and outstanding issues
- Monitor the orders to be cancelled queue
- Execute the cancellation process (adjusting safety stock, providing appeasement instruction and coordinating with the call centre)
- Track cancellations and compile the weekly cancellation report
- Follow up with stores re: secondary checks to save sales
- Monitor Ecomm Operations inbox – supporting stores, responding to and fielding inquiries (reallocation support, tech issues, product copy errors, ad hoc fulfillment reporting info etc.)
- Monitor call centre and store incidents
- Support stores and call centre by working through order related issues (e.g. mis-ships, short-ships, quality issues), ensuring a timely and efficient resolution
- Follow up on all claims and mis-ship investigations
- Support payment error resolution coordination
- Support development of forecasts of order and contact volume
- Support development of standard operating procedures (SOPs) to capture and improve fulfillment processes within stores and the distribution centre
- Identify opportunities for process improvements to improve our service levels and customer experience, and actively participate in projects to drive these improvemen
The ideal candidate:
- Post-secondary degree in a related field or 2+ years equivalent work experience
- Proficient in all Microsoft Office programs, especially Excel
- Operations and task focused mindset
- Available to work evenings/weekends as required, to respond to stakeholder inquiries within a timely manner
- Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required
- Independently determines resolution paths, but is comfortable asking for help when needed
- Confident and effective communication (written & verbal) and interpersonal skills Works well with cross-functional stakeholders, especially stores
- Provides a luxury customer service mindset
- Is adaptable and comfortable with ambiguity and change
- Knowledge of Ecommerce processes and/or order fulfillment a plus
- Passionate about fashion and luxury retailing