Retail Applications Support Specialist
6 days ago
As an E-commerce Order Support Specialist, you will play a pivotal role in the success of our digital retail direct-to-consumer and omnichannel experience strategy, being part of the team that monitors and optimizes the operations of BRP’s direct-to-consumer sales channels (from online order creation to fulfillment and after sales and back office related activities).
Your expertise will be required to lead and orchestrate the resolution of incidents that are beyond the scope of our first lines of support. You will also be mobilized to influence current policies, procedures and guidelines, or even support the design of new ones that are more applicable to our D2C retail mission.
You will participate in providing data driven insights to improve our operational and retail performance, identify new opportunities to innovate and inform our strategic plans.
Ensure the overall quality of BRP’s direct-to-consumer experience by:
~Monitoring the overall health and performance of BRP’s direct-to-consumer online order management cycle (from order creation to fulfillment and after sales and back office related activities).
~Monitoring order status, inquiry resolution and support for any necessary escalation.
~Troubleshooting and resolving incidents affecting the customer experience in BRP’s online stores as well as ensuring that back-end system processes are functioning properly.
~Assisting customer service, external service partners and BRP’s level 2 and 3 application support teams in incident resolution.
~Ensuring customer sales, support and shipping/delivery related metrics are achieved with regards to sales, cancellations, returns, and refunds.
~Maintaining Online Store SOPs, as required, on a timely basis, ensuring improvement of customer experience goals.
~Determining and identifying root causes of reported issues, where possible, in terms of specific in-house and/or vendor related and developing a plan for short- and long-term improvement.
- Act as a liaison between internal stakeholders (e.g. customer service, dealer network, external partners, IT, etc.)
~Understanding and navigating business interdependencies, company procedures, policies, and workflows to properly assess any complex situation.
~Data and analytics:
~Interpreting data and analyzing results using analytics and research methodologies.
~Evaluating key performance indicators, providing ongoing reports, and recommending business plan updates.
YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:
~A bachelor’s degree in business/commerce, computer science or another pertinent field.
~Operations specialist- Business analyst- Client care - support specialist.
~Experience with operations in OMS, Digital/eCommerce, B2C-D2C and Omnichannel projects would be considered a strong asset.
~ACKNOWLEDGING THE POWER OF DIVERSITY
Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
Let’s start with a strong foundation — You want it, we have it:
~Pension plan: we want to make sure you’ll enjoy retirement; Flexible work schedule: balance is key to innovation, and we want to make sure you are at the top of your game with a schedule that will work for you.
~Summer schedule: time flies at BRP, so we hit pause to enjoy it.
~Holiday season shutdown: between Christmas and New Year’s, we close our facilities and refill on good times.
~We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 23,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination;
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