e-Commerce Operations Coordinator

  • 250 Bowie Ave, Toronto, ON M6E 2R9, Canada
  • Full-time

Job Description

Job Purpose:

The Last Mile Experience Coordinator blends an excellent understanding of end to end ecommerce operations and project support. The role will be responsible for monitoring back-end processes, such as OMS, warehouse operations, customer service, logistics and payment as well as supporting the front-end operations. Work with internal and external partners to ensure that all processes, requirements, and steps necessary for a successful operation are maintained, identified, tracked, and optimized where necessary.

 

Internal Partners: Supply Chain, Customer Care, Ecommerce Product + IT, Planning + Allocations

External Partners: Fraud, US Warehouse, CA Warehouse

 

Key Responsibilities:

Operations

  • Support the Manager, Last Mile in all day to day businesses in the areas of OMS, warehouse operations, payment, logistics, and customer service as well as in frontend operations
  • Support evaluation of customer feedback and optimization of processes and systems to continually improve customer experience and service level delivery
  • Support projects within the responsibility area by playing an active role in project and/or providing requirements, documentation, and UAT
  • Support improving the return process at NA warehouses and online
  • Support sustainable packaging project and improving the current unboxing experience
  • Partner with cross functional teams to create and maintain training documentation and delivery of training as needed for new solutions or processes
  • Daily monitoring of order management; ship clean, returns, inventory issues, payment issues
  • Monitoring of receiving inventory and RTVs
  • Support back end payment operations
  • Ensure accurate FAQ, packaging inserts, and site updates with relevant category launch information

 

Customer Care

  • Triage or directly resolve inquiries from end-consumers / customer experience agents
  • Identify and address key opportunities and issues related to pre and post purchase fraud

 

Business/Analysis

  • Support in providing business cases and existing process analysis as needed
  • Preparing weekly forecasts for the warehouse & Supply Chain team, create and provide analysis reports as required
  • Support backend payment operations
  • Organize and drive weekly touchpoint/meetings with CE and Logistics

 

Experience, Education and Designations:

  • Bachelor’s degree in Business Administration, Ecommerce, Marketing or similar
  • 2+ years of retail ecommerce operations experience
  • Experience in Front End and Back End operations for retail ecommerce
  • Experience with market & customer analysis as well as ecommerce best practices
  • Good understanding of process and process development

 

Knowledge, Skills and Attributes:

  • Outstanding written & verbal skills in English (multi-lingual abilities considered an asset) 
  • Strong detail-oriented problem solver with positive approach to taking on challenges
  • Consistently exhibits Canada Goose’s Values, taking pride in being innovative, respectful, passionate, accountable, and entrepreneurial while exhibiting personal commitment

 

Working Conditions:

  • Office environment
  • Business travel as required <10%

 

#CanadaGooseCareers

 

Privacy Policy