Associate Omnichannel Ops Analyst

What are we looking for in our Associate Omnichannel Ops Analyst?

JOB TITLE: FULFILLMENT COORDINATOR

Start Date: ASAP

Contract Length: 6 months contract to hire

Location: Plymouth (Bass Creek), MN, Hybrid, onsite at least 1 day a week *Local candidates only

Hours: 8am - 5pm CST

Pay Rate: $25- $28.00 / Hr

TOP SKILLS/REQUIREMENTS:

• Experience with Excel and/or Large Data Sets
• Problem Solving
• Technical Aptitude (understand system flows)
  
  

PREFERRED BACKGROUND/EXPERIENCE:

• Bachelor’s degree in eCommerce, Business, Operations, or communications preferred
• Customer Service background is also helpful.
  
  

Job Summary

As part of the Parts, Garments & Accessories (PG&A) team, the Fulfillment Specialist, E-Commerce Fulfillment Experience is an integral part of the E-Commerce team, with responsibility for the maintenance and improvement of daily order management and customer service operations. PG&A E-Commerce is one of the fastest growing teams, but there is still a huge potential for growth. This critical role will focus on delivering a seamless fulfillment and customer service experience. The role will work closely with Fulfillment Experience team, Dealers, Logistics, and Customer Service Agents. The fulfillment specialist should possess problem solving skills, be detailed oriented, and have a customer-centric mindset.

Essential Duties & Responsiblities

Order Support

• Monitor all open orders on eCommerce channels to ensure they are following the appropriate order path. Identify order issues, and accurately document the scenario when discrepancies are found.
• Partner with the Fulfillment Specialist and occasionally Development team when technical order issues arise. Clearly communicate the issue and impact to the teams, so they can assist with resolution.
• Utilize reporting tools to monitor and evaluate many orders at a time to identify themes in fulfillment issues.
• Demonstrate a sense of urgency when reacting to customer disruptions and can prioritize defects based on impact. Escalate issues as needed.
• Monitor and analyze dropship orders to ensure they are being executed efficiently, and in a timely manner. Partner with drop shippers via phone and e-mail to triage issues that arise.
• Monitor and analyze Ship to Dealer orders to ensure they are following the necessary order path, and in a timely manner. Communicate with dealers via phone and email to ensure they are completing operational tasks.
• Act as a back-up the Omni-Channel and Fulfillment specialists.
• Partner with cross-functional teams to resolve inventory and order issues as they arise.
  
  

Customer Service

• Partner with the Customer Service agents to understand how customer touchpoints are impacted by all fulfillment partners actions and decisions.
• Work side by side, and as a back-up to our customer service agents to directly interact with customers in all channels.
• Review and monitor customer service cases to identify improvement opportunities in process and training. Write and deliver on-going training to the customer service teams.
• Monitor and respond to customer returns and escalated dispute cases in marketplaces.
• Assist the E-Commerce Customer Service representative in escalated customer order issues.
• Be an advocate for the last mile journey customer experience.
• Act as an integral team member in all new customer service initiatives and projects.
• Occasionally resolve employee ordering issues.
• Monitor and respond to inquiries in all group outlook inboxes.
  
  

Requirements, Skills And Knowledge

• Bachelor's degree in Business or related experience.
• 1-year experience in E-Commerce order fulfillment, digital product management, account management, customer service and/or operations roles preferred.
• Excellent oral and written communication skills required.
• Excellent PC skills required, including Microsoft Excel, Word and PowerPoint.
• Solid math, analytical and problem-solving skills
• Demonstrated experience of providing exceptional customer service, and a passion for keeping the customer first.
• Interest or experience in working with data tools and analyzing large data sets
• Experience in cultivating and maintaining relationships inside and out of immediate team.
• Ability to work and manage through ambiguity, a self-starter.
• Ability to manage daily tasks and prioritize based on customer needs
  
  

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.