E-commerce Operations Support Consultant

THE ORGANIZATIONAL SETTING

The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security and environmental protection. To that effect, ICAO is a knowledge-based organization engaged in the development of intellectual property. 

The Revenue and Product Management (RPM) Section is part of the Technical Cooperation Bureau (TCB) and is focused on revenue-generating activities of the Organization. The portfolio of revenue-generating activities is supported by ICAO intellectual property and includes publications, periodicals, databases, websites, training, printing and events. The revenues generated by these activities are required to promote the implementation of ICAO's Strategic Objectives and to carry out related Programme Support. The Section is responsible for the overall strategic planning, stakeholders' collaboration, coordination, promotion, and distribution of sellable products in close coordination with the other Bureaus/Offices of the Organization. 

The E-Commerce and Publications Sales Unit (ECP) is responsible for all technical and operational aspects of the ICAO ecommerce platform as well as the sales and distribution of ICAO publications and products. The unit integrates digital systems in order to generate new revenue and support existing revenue streams.

In this context, the consultant will provide administrative and operational support to the E-commerce and Publication Sales (ECP) team. The consultant will assist with day-to-day back-office functions, helping maintain efficient customer service, order processing, and payment tracking.
 

MAJOR DUTIES AND RESPONSIBILITIES

Function1 (incl. Expected results)

Order and Payment Support

• Review and monitor bank transfer and cheque payments on a daily basis.
• Process and validate orders paid via bank transfer or cheque, ensuring timely and accurate recording.
• Investigate and resolve issues related to payments or order fulfilment in coordination with internal teams.
• Verify payment confirmations and support reconciliation activities with Finance and Accounts Receivable.
   

Function 2 (incl. Expected results)

Customer Service and Communication

• Respond to customer service emails in shared inboxes (e.g. ) as assigned by senior team members, ensuring timely, professional replies and appropriate escalation of complex cases.
• Provide product, order, and access information to customers, liaising with relevant staff for resolution when required.
• Contribute to maintaining a high standard of customer satisfaction.
   

Function 3 (incl. Expected results)

Operational and Administrative Support

• Assist in maintaining product and customer data accuracy in the e-commerce platform.
• Support preparation of order and revenue reports as requested by the supervisor.
• Perform routine updates, reconciliations, and housekeeping tasks related to the e-commerce operation.
   

Function 4 (incl. Expected results)

Collaboration and Process Improvement

• Participate in team meetings and contribute to documenting workflows and best practices.
• Provide feedback on recurring issues or process bottlenecks to support continuous improvement.
• Support onboarding and knowledge-transfer efforts during the staff transition period.

Function 5 (incl. Expected results)

Other Duties as Assigned

• Perform other related duties that may be assigned to support the efficient operation of the E-commerce and Publication Sales team, including assistance with administrative, reporting, or logistical tasks as required. 

QUALIFICATIONS AND EXPERIENCE

Educational background

Essential

• Completion of secondary education and a college diploma (DEC) or equivalent in business administration, e-commerce, accounting, or customer service, or a related field.

Desirable

• Additional coursework or certification in online ecommerce operations, finance, or customer relationship management (CRM).
   

Professional experience and Knowledge

Essential

• At least 18 months of relevant experience in administrative, e-commerce, or customer-service functions.
• Proficiency in Microsoft Office 365 applications (particularly Outlook, Excel, and Word) and general comfort working with online platforms and databases.
• Familiarity with online ordering systems, payment tracking, or CRM tools.
• Strong attention to detail and ability to manage repetitive tasks accurately and efficiently.
• Good communication and organizational skills, with a customer-focused mindset. 

Desirable

• Experience using Adobe Commerce (Magento) or similar e-commerce platforms.
• Experience with ERP or financial systems (e.g., Oracle, SAP, Quantum).
• Prior experience in a UN or international organization environment.
   

Language Skill

Essential

• Fluent reading, writing and speaking abilities in English.

Desirable

• A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish).
   

CONDITIONS OF EMPLOYMENT

It should be noted that this post is to be filled for a period of 11 (eleven) months. 

The total monthly rate for Band A varies from CAD 3991 to CAD 5172.

The consultant will be required to work on-site at ICAO Headquarters in Montréal a minimum of three (3) days per week. During the initial onboarding and training period (up to two months), the consultant will be expected to work on-site five (5) days per week.

A hybrid work arrangement may be approved after successful completion of the onboarding period and subject to satisfactory performance and operational requirements. 
 

HOW TO APPLY

Interested candidates must complete an on-line application form. To apply, please visit ICAO's e-Recruitment website at: ICAO Career Website

NOTICE TO CANDIDATES

ICAO does NOT charge any fees or request money from candidates at any stage of the selection process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICAO are fraudulent and should be disregarded.

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