Ecommerce Operations Specialist

The La Jolla Group

Irvine California

1 year(s)

Job Description
Company Introduction

The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high energy environment that is continually on the move. With prominent brands such as O’Neill, Spiritual Gangster, PSD Underwear and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.

Currently our team is working remotely so we enjoy connecting with each other virtually and from our home offices. We offer awesome discounts on our clothing brands, early release Fridays (2:00pm), occasional employer provided lunches, year-round fun events as well as a full benefits package! We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.
General Summary

The eCommerce Operations Specialist will work closely with the eCommerce Operations Manager, the Director of eCommerce, the Customer Service Team, Information Technology Team, and Distribution Center Team on all operational aspects of the online businesses for the La Jolla Group brands. This individual will focus on optimizing day-to-day operational activities and identify new opportunities to enhance business and customer experience, improve systems infrastructure and integration, and drive sales.
Essential Job Functions

•Report bugs, order processing issues, integration issues, return errors, test new technology releases, and communicate ideas for new enhancements
•Collaborate with distribution center team to ensure timely and efficient order processing and share relevant updates and enhancements regarding systems and processes.
•Assisting eCommerce team to fully prepare for seasonal assortment launches, marketing campaigns, catalog maintenance, price adjustments and content management.
•Provide support and training to the Customer Service Team to ensure excellence in shared-services customer service for all brands in the group.
•Partner with both warehouse and sales team on back order fulfillment, reporting, and process improvement through system
•Work with relevant personnel to create, establish, and update online policies
•Assist with on-boarding/training new Customer Service and eCommerce team members
•Support the eCommerce Operations Manager with project planning, execution and follow-up
•Facilitate the Quality Assurance process with new functionality testing;
Keep abreast on industry trends, best practices, and competitors' sites.

Systems Support and QA:
•Monitor functionality and administer user support and training for current and future systems as defined, including but not limited to order management in the eCommerce platform, help-desk ticket management, and order and returns management within the ERP and the returns SaaS
•Work with eCommerce team and business partners to improve daily processes and determine appropriate solutions
•Function as business Analyst for all bug fixes and enhancement requests. Gather, prioritize and document all bugs and enhancements pertaining to current system platforms and help determine solutions with eCommerce and IT teams by providing initiative proposals, working as a team to find functional and cost-effective solutions while monitoring deliverables and ensuring timely execution
•Serve as key user to conduct QA testing on implementations and new technical releases on the eCommerce sites. Review and recommend process and system improvements. Advise on functionality and user acceptance.

Reporting & Analytics
•Report regularly on key performance metrics: order processing, customer service performance, returns processing, shipping initiatives, etc. Recommend and report on status of improvements and measures of success. Anticipate and resolve current and potential issues to improve organizational efficiency and reduce return rate
•Work with eCommerce team, IT team and third-party vendors to improve performance and systems.
Required Knowledge, Skills, and Abilities

•Co-operates within the group and across groups. Supports group decisions and prioritizes group goals
•Sets and maintains high performance standards and priorities
•Pays close attention to detail, accuracy, and completeness
•Maintains high level of productivity and self-direction
•Plans and organizes tasks and work responsibilities to achieve objectives.
•Adapts to changing work environments, work priorities, and organizational needs.
•Analyzes problem by gathering and organizing all relevant information.
•Advanced Proficiency in MS Office, especially Excel
•Strong initiative, organizational, communication skills, and multi-tasking skills with the ability to work both as a part of a team as well as independently with little supervision
•Advanced proficiency in ERPs like Full Circle
•Knowledge of HTML, CSS a strong plus
•Advanced proficiency in eCommerce Platforms like Shopify
Required Education and Experience

•BA/BS required or equivalent experience
•1-2 years of experience with ecommerce and technology environments, or relevant coursework
Physical Requirements

Seeing: Must be able to see well enough to read reports.
Hearing: Must be able to hear well enough to communicate with customers, vendors and employees.
Standing/Walking: Must be able to move about company building.
Fingering/Grasping/Feeling: Must be able to type and use technical sources.

LJG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, protected veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information and any other characteristics protected by law.