E-commerce Order Support Specialist

2 weeks ago

Montreal, Quebec, Canada BRP Full time
JOB DESCRIPTION

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 are a strategic/analytical thinker who can link assignments to the bigger picture. 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.

YOU'LL HAVE THE OPPORTUNITY TO:

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). Ongoing optimization of incident resolution workflows and methodologies. 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.)

Being a positive ambassador of the D2C retail-oriented RACI definition. Understanding and navigating business interdependencies, company procedures, policies, and workflows to properly assess any complex situation. Providing an informed diagnosis and efficient resolution plan (respectful of SLAs and procedures).

Participating in QAs for partial or end-to-end flows related to order management.

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. A minimum of 2 years of experience in the retail industry in any of the following roles:
- 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. Comfortable with being the last line of communication in the issue resolution process. A fast learner and self-starter, who is accountable and detail oriented with the ability to synthesize complex information. A problem-solving mindset with a team player attitude.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. 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.

AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.

Let's start with a strong foundation — You want it, we have it:

Annual bonus: we work hard, and we know it. This yearly thank you is our way to fuel your dreams. Generous paid time away: winding down is as important as creating the future of recreational products. Pension plan: we want to make sure you'll enjoy retirement; we've got you covered. Collective saving opportunities: being part of BRP allows you to tap into the strength of our saving programs. Industry leading healthcare: fully paid by BRP, this program is here for you, whatever happens, so you can focus on what matters.

What about some feel good extras:

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. Educational resources: you love what you do, and we get you resources to stay cutting-edge, so we all win together. Discount on BRP products: what we build is amazing, freeing, revolutionary, and you're first in line for the experience.

WELCOME TO BRP

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, spirited people, all driven by the deeply held belief that at work, as with life itself, it's not about the destination; It's about the journey.

#LI-Hybrid

#LI-MR2

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