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E-Commerce Operations Specialist

1 month ago

Calgary, Alberta, Canada Calgary Co-op Full time

About the Role:

E-Commerce Picker is responsible for ensuring customer service is provided through maintaining a safe and efficient operation while adhering to Company policies, procedures, and standards. This position reports directly to the E-Commerce Manager, and the main responsibilities include;

  • Customer Service: Provides customer service and maintains positive customer relations through the proper handling of customer orders and merchandise. Make follow up calls with customer to fulfill orders, answer questions, comments, requests, and complaints.
  • Order Processing: Effectively provide customer service through accommodating customer order requests, including but not limited to, substitutions, product knowledge, and troubleshooting online ordering difficulties. Includes assisting in-store customers with all aspects of company customer service expectations.
  • Teamwork: Effectively works in a diverse team environment in a proficient and friendly manner.
  • Order Fulfillment: Performs all aspects of order processing, picking, packing, staging and carryout in an efficient and organized manner.
  • Time Management: Achieve and maintain order performance standards through multi-tasking and effective time management.
  • Merchandise Handling: Handles merchandise ensuring accuracy, quality, minimizing damages, markdowns, and ensures price integrity including price changes.
  • Cleanliness: Performs general clean up duties within the E-Commerce and Front End area.
  • Health and Safety: Performs duties following established Occupational Health and Safety, Food Safety and Environmental regulations and policies to ensure the health and safety of all staff and customers.
  • Equipment Maintenance: Ensures the proper care, use, and maintenance of equipment and tools and reports repair requirements to the E-Commerce Manager and/or Front End Manager.
  • Group 3 Classification: Performs all aspects of group 3 classification in the CBA as determined by the E-Commerce Manager, Duty Manager, or Centre Manager
  • Inventory Management: Advise manager/supervisor of any merchandise and supplies that require ordering.
  • Interdepartmental Communication: Effectively communicate with other departments regarding tray orders, product availability, substitution options, product knowledge, and customer inquiries.
  • Receiving and Inventory: Responsible for all aspects of receiving including reviewing/verifying invoices, returns, transfers, claims, and proper storage of products if required.
  • Organizing and Taking Inventory: Responsible for organizing and taking inventory if required.
  • Location and Stock Management: Responsible for updating/monitoring location and stock of items including, but not limited to, seasonal products.
  • Customer Service Programs: Responsible for implementation and performance of Customer Service programs.

Requirements:

Grade 9 or acceptable combination of education and experience and related retail experience, including the provision of customer service.

Skills and Abilities:

Must be fluent in English, Microsoft Office Suite (Word, Excel, Outlook) knowledge, computer and smartphone proficiencies, previous cash handling, banking, or retail experience, previous retail cashier or customer service experience, multi-tasking and time management skills.

About Calgary Co-op:

Calgary Co-op is one of the largest retail co-operatives in North America. We have locations in Calgary, Airdrie, Cochrane, High River, Okotoks and Strathmore, that include: food centres, pharmacies, gas stations, car washes, home health care centres, wine, spirits and beer stores, and cannabis stores. We also own and operate Community Natural Foods and Beacon Pharmacy. With over 456,000 members, 3530 employees, assets of $757 million and annual sales of $1.3 billion, Calgary Co-op is committed to delivering an exceptional customer experience through inspired team members. We are proud recipient of Canadian Grocer's 2024 Impact Awards for our commitment to sustainability & supporting employees.