What are the responsibilities and job description for the Ecommerce Store Manager position at Smith & Edwards Co.?
E-commerce Store Manager
Location: Ogden, UT 84404
This position requires an individual who can create, establish, and maintain the Smith and Edwards online presence and ensure its presence accurately represents our in-store experience. This hands-on, in-office position requires training the e-commerce store associates to build product listings for the online catalog and leading the team in effective communications with online customers to resolve order and/or shipping issues.
You will be responsible for directing these processes and implementing solutions for recurring errors. You will require strong problem-solving and critical thinking skills, a long attention span, persistent follow-through, and flexibility when higher priority or urgent tasks arise.
Main responsibilities include:
- Oversee the building of accurate, thorough product listings and provide training to teammates:
- Collect and import product dimensions and product/pricing codes into IMU
- Create SCS products in IMU and special product listings as needed
- Write accurate, SEO-friendly product descriptions and import them into the iNet database
- Download and resize product images (some minor editing may be included)
- Maintain and update the iNet catalog, Amazon, and online customer database:
- Create new and edit existing categories
- Rearrange the catalog if needed (move categories and/or products)
- Place products within the corresponding category
- Set up and/or edit existing online accounts (retail and wholesale customers)
- Approve user validation requests for new online accounts
- Assist customers with questions submitted via phone and email:
- Train employees on proper phone etiquette
- Communicate order issues to customers in a clear manner
- Take phone orders and assist shipping in pulling these orders
- Direct customers to other departments as needed
- Provide clear communications to our customers
- Troubleshoot shipping issues with the appropriate mail carrier (USPS and UPS)
- Resolve declined order attempts
- Ensure the Help@, Info@, and Orders@ emails are checked & Amazon orders are printed daily.
- Forward promotional emails to department managers/buyers
- Respond to SmithandEdwards.com and Amazon.com customer inquiries
- Update the Shipping Log by recording return requests, special-order requests, and out-of-stock issues
- Verify customer orders before shipping high-ticket items
- Check that all orders have been invoiced and shipped
- Approve order cancellations and returns
- Learn the ins and outs of Point of Sale and provide training on these processes
- Build special orders from scratch as needed
- Recall and invoice special orders built in POS
- Return product in POS and select the appropriate tender at checkout
- Know how to request and complete in-store transfers
- Conduct bi-weekly team meetings with the shipping department and web store
- Review weekly management updates and company policies
- Identify what improvement actions need to be made
- Discuss the overall effectiveness of these teams and work with individuals to make improvements to required processes
- Report on the overall performance and effectiveness of the Web and Shipping Teams
- Identify loss-leading items and work with department managers to adjust online pricing if needed
- Identify shipping losses and work with shipping to identify more efficient shipping practices
- Summarize the overall monthly performance of the Web Store and Shipping Team
- Report findings to the CEO and Accounting department in monthly team meetings
- Confer with
- Assist the Marketing team as needed by:
- Adding category descriptions and images to the iNet site
- Troubleshoot and resolve iNet outages
- Updating the Wedding Registries page
- Updating the homepage and other custom pages on the website/blog
- Creating project spreadsheets for ads and seasonal items
- Other assignments or responsibilities as they arise
The ideal candidate will:
- Be Honest, Hard Working and Reliable
- Be able to develop and provide excellent communication skills
- Have a basic knowledge of MS Office Suite – especially MS Excel
- Understand and implement basic SEO principles
- Have a basic to advanced Photoshop knowledge
- Have essential to advanced HTML and CSS knowledge
- Learn how to maintain an e-commerce site
- Be able to work effectively with others in management roles
- Be able to make good decisions and work autonomously
Provides competitive pay, depending on experience. The benefits package includes health, dental, and vision insurance, 401k with generous match, paid time off (after the first year), flexible schedule, merchandise discount, and the opportunity to work as a great team member.
Smith and Edwards Co. is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
