Assistant Manager, E-commerce Operations

6 months ago

Toronto, Canada LG Electronics Canada Full time

PRINCIPAL RESPONSIBILITIES

**Standard Operating Procedure Setup**:

- Document pre/post-purchase online user experience and procedures.
- Control and guide the contact center’s customer communication regarding online orders
- Train CSR/Chat agents and provide guidance for customer escalation resolution.
- Develop eCommerce standard operating procedures and policies for online orders, shipping, returns, and refunds.
- Establish a customer compensation strategy and implement supporting operational procedures.
- Evaluate current open escalation ticket categories (general, installation, transportation, website issues, returns) and collaborate with the operations team to resolve issues while communicating with customers.
- Lead the exception process and internal approval procedures.
- Investigate user escalations related to UI/UX and collaborate with the site operations team to identify root causes and resolve issues.
- Work collaboratively with cross-divisional and external partners to resolve customer escalations related to the online order process.
- Provide administrative support and assist with special projects as needed.
- Collaborate with internal partners (operations and legal departments) on terms and conditions, orders, shipping, returns, and refund policies.
- Ensure daily operational KPIs are met and delivered.
- Maintain and update SOPs and manuals according to new feature/function developments.
- Control budget/cost.

**Reporting and Analysis**:

- Measure, track, and communicate data on customer escalation cases; provide dashboards to show escalation resolution statuses.
- Perform reporting and ad-hoc analysis.
- Pull and analyze backorder statuses; work with the fulfillment team to expedite processes.
- Investigate faulty return cases and provide guidance to agents for customer communications.
- Pull and analyze open return statuses; collaborate closely with the logistics team to expedite the return process.
- Build regular and ad-hoc reports (e.g., sales and marketing results, project progress, operational KPIs, issues and resolutions).
- Manage risks related to systems, processes, customer satisfaction, products, and legal issues.
- Conduct an ongoing cycle of testing, measurement, analysis, reporting, and optimization in all business areas (e.g., operations, user journey, promotions, customer service).
- Manage daily, weekly, and monthly KPIs and action plans (e.g., operations, returns, on-time delivery, customer satisfaction).
- Manage return management and handle reports.
- Handle ad-hoc operational error resolutions and customer communication processes.

KNOWLEDGE, SKILLS, AND ABILITIES
- Bachelor’s degree in Engineering, Computer Science, Business Administration, or another relevant discipline.
- 3+ years of working experience in Operations & Client Management within the e-commerce industry (preferably in consumer electronics).
- 2+ years of product management experience, including stakeholder and project management, agile development, and effective communication.
- Excellent communication and relationship management skills to gain alignment on solutions and effectively communicate operational requirements.
- In-depth knowledge and experience with data preparation, analysis, and reporting.
- Experience in identifying process innovation opportunities using a data-driven approach and implementing continuous improvement initiatives.
- Strong time management and demonstrated ability to deliver results.
- Strong customer relationship management skills; client management experience is required.
- Ability to work with ambiguity and complexity.
- Intermediate-Advanced computer skills, including Excel, Word, and PowerPoint.
- Ability to work well in a high-stress environment with mínimal supervision.
- Ability to work collaboratively with cross-functional teams.
- Ability to multitask with various competing priorities under tight deadlines.

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

The organization offers an attractive compensation package that encompasses a competitive salary and excellent benefits.

**Conditions of Employment**:
**Equal Opportunity Employer**:

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