As eCommerce Operations Coordinator, you will perform day-to-day e-commerce tasks as well as assist with enhancing the customer experience and driving the continued growth and profitability of the eCommerce business. Primary responsibilities will be to monitor daily order management, produce operational reporting and with Director of eComm Operations, develop streamlined processes to maximize customer satisfaction with the overall online shopping pre and post purchase experience.
You will be responsible for collaborating cross functionally with the fulfillment and logistics group, IT, web services, planning, product management, marketing and finance to ensure a best in class customer experience.
Monitor eComm order book for processing delays such as stock outs, payment errors, fraud etc. and remedy as necessary, working in both brand eCommerce sites and SAP.
Monitor performance SLAs for customer service, fulfillment, and inventory levels and escalate issues as required.
Create and distribute eComm operations reporting dashboards.
Monitor customer reviews, identifying, escalating or actioning against reviews as necessary in order to support positive product and brand experience.
Assist with monitoring Charge social media channels, responding or escalating customer issues/comments as required.
Participate in developing Voice of the Consumer data collection process and assist with ongoing collection and reporting.
Perform voice of consumer surveys. Compile and present feedback.
Conduct operational and strategic projects and/or tasks at the direction of the Director of eCommerce Operations.
Coordinate new material setup and pricing for DTC products.
Perform regular assessments of new business practices and industry trends, paying particular attention to eCommerce.
DTC Assembly Operations:
Assist with building and maintaining by model bike pre-build matrix used by pre-assembly team to determine pre-assembly steps required.
Assist with identifying new assembly video requirements based on new product launches or customer feedback for all brands.
Monitor DTC pre-build processing times in order to troubleshoot delays and adjust promise times as necessary.
Help identify changes/improvements that will benefit customer assembly experience.
Responsible for identifying need to add, change or update Charge, Cannondale and GT help center articles, in some cases producing and publishing copy on website.
Manage internal operational help center that supports customer service.
Create and modify customer service and other operational SOP documentation
Serve as Global Zendesk power user, assisting all regions with setup and ongoing enhancements of web support, chat and help centers.
Build and continuously maintain customer service macros & automations in Zendesk for North America.
Work with customer support managers to create programs for ongoing customer service training sessions (product & operations)
Provide support in developing long term strategic direction of the eComm Customer Service Department.
Serve as product manager liaison for Charge brand, by sharing sales and market insights with product management and planning teams.
Be familiar with and monitor competitors product offerings and operations and share relevant observations.
Monitor inventory of service parts and P&A in order to ensure replenishment POs are placed in a timely manner to prevent stock outs and recommend changes in reorder points as necessary.
Assist with updating product catalog data fields and help center content in Shopify as needed.
Assist with supporting in market Test Ride and marketing events.
Forecasting and Inventory Management:
Monitor inventory available for DTC and recommend transfer/buy actions as needed.
Monitor inventory sell through, identifying slow moving and fast moving products.
Serve as point of contact for any 3rd party product suppliers and manage process of obtaining material master info, product assortment changes and required site content.
Follow internal controls and company policies as set by Cycling Sports Group and job function.
Contribute to the success of Cycling Sports Group by leading or assisting with other projects and tasks as assigned.
Bachelors Degree and a minimum of 2 years experience in eCommerce operations or customer support for eCommerce role.
Strong customer first mentality.
Must have strong analytics skills and be able to perform data analytics using Excel as well as be able to present findings back in concise Power Point presentations.
Must be self-motivated and independent thinker.
Have strong teamwork and influencing skills
Must be organized, detail oriented and be able to turn direction into action.
Understanding of bike industry, preferably familiarity with eComm in bike industry
Proficiency in Excel, Word, Outlook and Power Point
eCommerce site management experience and knowledge
SAP Experience and knowledge
Zendesk Experience and knowledge
CRM Experience and knowledge
Social Media monitoring tool experience and knowledge
Enjoys and is good at solving problems
Passion for cycling and cycling industry
Working conditions are normal for an office environment.
Must be able to sit for extended periods of time.
Must be able to use a computer keyboard and view a monitor for extended periods of time.
Must be able to lift products, samples & components up to 50 lb.
Must be able to travel domestically.