Job Description

We are looking for an E-Commerce Operations Analyst to develop and implement Standard Operating Procedures to effectively manage the day-to-day operations of the e-commerce fulfillment centers. This person will also develop performance metrics and assist in process improvement initiatives for our E-commerce operational functions.

What you would be doing.

• Continuous improvement of e-commerce operational (receipt, put away, pick & pack, cycle counting, etc.) and order processing (on-time/in-full order fulfillment, internal SLAs, returns processing, etc.) processes
• Develop and implement Standard Operating Procedures to effectively manage the day-to-day operations of the e-commerce fulfillment centers
• Manage process improvement initiatives as it relates to order automation and EDI
• Develop performance metrics to drive consistent performance standards
• Be the operational contact on payment, fraud, checkout, refunds, promotions, country / postal code service issues and all on site operational owned functions
• Act as project lead on operational initiatives with regards to online expansion into new countries for a vertical start-up achieving best customer experience
• Monitor advancements in e-commerce order fulfillment automation and digital space for opportunities and new ideas to improve consumers’ delivery experience
• Review historical sales trends, interact with Brand and Customer Happiness to understand demand forecast drivers
• Utilize a collaborative and consensus approach by working with Brand, Customer Happiness, and Demand Planning to obtain and ensure that current and accurate information is used for demand forecasts
• Work with Demand Planning and Inventory Allocation to ensure e-commerce stock availability to meet customer demand
• Monitor stock levels continuously to ensure stock availability to meet forecasted demand
• Manage accuracy and availability of e-commerce inventory on all new product launches to ensure that e-commerce is receiving product on time to meet launch deadlines
• Collaborate with Corporate Transportation Department to ensure fastest high touch delivery service with minimum transportation cost
• Work with e-commerce team to develop and implement varied levels of delivery levels (standard, next day guaranteed, same day, etc.)
• Manage and track shipping initiatives
• Manage and liaise with IT (and PMO if applicable) to ensure all e-commerce operational project requests are communicated to IT with detailed user requirements
• Monitor progress of IT projects & ensure proper UAT, documentation is in place for flawless execution, and all functionality in pre-production and production fully tested to ensure seamless consumer experience
• Collate all information related to e-commerce fulfillment, update monthly Management reports, and present to senior leadership team
• Conduct ad hoc reporting on business, stock and customer service metrics
• Gather data from site analytics, customers, Brand teams to enhance e-commerce service level

Required Knowledge, Skills, and Abilities

Proven ability to establish efficient processes and systems. Independent, self-motivated, detail-oriented, reliable, organized, and excellent communication skills. Ability to build, foster and nurture relationships & effective working process with members of the Global team and cross-functional teams. Strong planning and organizational skills with a sense of priority for deadlines and attention to detail. Highly organized and detail-oriented, with a strong ability to manage multiple projects simultaneously. Proven problem solver, solutions orientated and a self-starter. Advanced knowledge of Excel. Familiarity with e-Commerce software (Salesforce, payment gateways, online fraud tools, personalization tools, etc.). Salesforce and Zenkraft experience are an asset. ERP Experience (MS Dynamics 365 preferred). Possesses a deep understanding in the trends, needs, innovations, and pace of and passionate about e-Commerce. 1 - 3 years of e-commerce operations experience required (preferably in a top e-commerce firm, e-tailer, e-commerce fulfillment company, or e-com division of FMCG, Fashion, or Cosmetics company). Relevant education OR equivalent work experience in Engineering - preferably Industrial Engineering, Supply Chain Management, Economics, is an asset.