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E-Commerce Operations Specialist

1 month ago

Boucherville, Quebec, Canada RONA Inc. Full time
About the Role

We are seeking a highly skilled E-Commerce Operations Specialist to join our team at RONA Inc. This is a unique opportunity to work in a dynamic and fast-paced environment, where you will be responsible for ensuring the smooth operation of our e-commerce platform.

Key Responsibilities
  • Support the store fulfillment and digital operations teams to ensure on-time fulfillment and reduce cancellations
  • Work cross-functionally with stores associates, store operations, product development teams, digital marketing, merchandising, contact centre, and other business partners to facilitate the effective fulfillment of e-commerce orders
  • Be a system expert for Rona and RenoDepot banners, knowing inside and out how the order fulfillment systems function and all the logic and processes that happen behind the scenes
  • Support any new operational projects/technologies, including analysis of current processes, brainstorming different strategies with risk/benefit analysis, and creating detailed training packages and communications for roll out of the new functionality
  • Analyze online orders and customer metrics, look for trends, and suggest ways to improve the fulfillment and customer service experience
  • Identify process gaps and inefficiencies on our website, fulfillment systems, processes, and tools, and work to bring about positive change
  • Provide guidance and troubleshooting to store fulfillment teams that are having difficulties fulfilling or returning orders
  • Manage the internal system's store details to correctly display online all required store info, working with store operations, SEO, and marketing teams
  • Oversee changes to the stores' online order fulfillment methods, operating hours, and curbside pickup scheduler hours, and take action as required
  • Manage and triage all questions and issues via a shared mailbox from cross-functional partners
  • Monitor and report on key performance indicators (KPIs), including on-time SLAs and cancellation rates, creating and distributing reporting as required
Requirements
  • Previous experience with e-commerce, finance, and/or fulfillment
  • Excellent communication and interpersonal skills, with the ability to work independently in a virtual environment
  • Ability to manage multiple tasks at the same time and meet tight deadlines
  • Strong computer savvy with extensive knowledge of Microsoft Office products
  • Good knowledge of retail store environments and functional/work experience with Order Management Systems
What We Offer
  • A dynamic and fast-paced work environment
  • Opportunities for career growth and professional development
  • A comprehensive benefits package, including retirement savings plan, annual bonuses, and student incentive program
  • Exclusive employee discounts, plus a 10% discount on store merchandise
  • A safe and inclusive work environment

We are an equal opportunities employer and welcome applications from all qualified candidates. Apply now to join our team and take the first step towards a rewarding career with RONA Inc.