Corps Team
Associate Omnichannel Ops Analyst
Our client, a leader in the power sports industry, is seeking an experienced Associate Omnichannel Ops Analyst for a +6 month contract assignment in Plymouth, MN. This role is hybrid. As part of our client's Parts, Garments & Accessories (PG&A) team, the Associate Omnichannel Ops Analyst is an integral part of the E-Commerce team, with responsibility for the maintenance and improvement of daily order management and customer service operations. PG&A E-Commerce is one of our fastest growing teams, but there is still huge potential for growth. This critical role will focus on delivering seamless fulfillment and customer experience. The role will work closely with Fulfillment Experience team, transportation, Dealers, Logistics, and Customer Service Agents. The Associate Omnichannel Ops Analyst should possess problem solving skills, be detailed oriented, a self-starter, and have a customer-centric mindset. Essential Duties And Responsibilities Monitor the performance of all open orders on E-Commerce channels through daily reporting to ensure they follow the appropriate order path. Identify and document any discrepancies or issues for prompt resolution. Utilize Power BI Dashboards and Excel to monitor and evaluate large data sets to identify themes and patterns in fulfillment issues. Partner with Omnichannel Operations Analysts and the Development team to address technical order issues. Clearly articulate observed issues and their impact on order flow, the end customer and internal stakeholders to ensure effective resolution. Demonstrate a sense of urgency when reacting to customer or dealer disruptions, prioritizing defects based on their impact to order flow. Clearly assess and escalate issues as needed to ensure timely resolution. Act as the subject matter expert on all E-Commerce channel order flows, providing guidance and support to dealers, drop shippers, inventory and logistics teams to ensure seamless operations and issue resolution. Collaborate with dealers, drop shippers, inventory and logistics teams to resolve order issues promptly. Ensure all parties are executing their operational tasks efficiently and effectively. Facilitate clear communication and coordination to maintain smooth processing and fulfillment. Communicate with dealers via phone and email throughout the day to ensure they are maintaining their Ship to Dealer orders while simultaneously gathering program feedback. Document and share program feedback with Omnichannel Operations Analysts to ensure a closed loop and can be used future program enhancements. Owns and assists Omnichannel Analysts with monthly KPI reports and deep-dives to ensure accurate and timely performance tracking. Act as a back-up to the Omnichannel Operations Analysts as needed. Partner with Omnichannel Operations Analysts on fulfillment initiatives by doing data deep dives and/or preparing reports. Customer Service Assist E-Commerce Customer Service representatives in resolving escalated customer order issues by providing system-based solutions and clear communication strategies for conveying policies to customers. Advocate for an exceptional last-mile customer experience by collaborating with Customer Service and other partners to ensure customer satisfaction throughout the delivery process. Monitor, triage, and respond to inquiries in all group Outlook inboxes that support our dealers and employees to resolve order and employee discount questions. Monitor, triage, and respond to customer inquiries regarding returns and escalated customer cases in marketplaces and PayPal. Occasionally work side by side, or as a back-up, to our customer service agents and directly interact with customers in all channels. Develop & deliver ad hoc training to the customer service team on E-Commerce policies & procedures. Write and edit customer service knowledge base articles to provide quick and efficient resolution resources for the team. Act as an integral team member in all new customer service initiatives and projects. Perform all other duties as assigned. Requirements, Skills And Knowledge 1 year of experience in E-Commerce, Order Management, Account Management, Analytics, Customer Service and/or other Operational Roles preferred. Bachelor's degree in business or equivalent work-related experience. Excellent PC skills required, including Microsoft Excel, Word and PowerPoint. Solid math, analytical and problem-solving skills Demonstrated experience of customer focus, and a passion for keeping the customer first. Experience in working with data tools and analyzing large data sets Experience in cultivating and maintaining relationships inside and out of immediate team. Ability to work and manage through ambiguity, a self-starter. Ability to manage daily tasks and prioritize based on customer needs. Excellent Problem Solver Pay Rate $26.17 - $28.17 per hour. #LI-TW1
Our client, a leader in the power sports industry, is seeking an experienced Associate Omnichannel Ops Analyst for a +6 month contract assignment in Plymouth, MN. This role is hybrid. As part of our client's Parts, Garments & Accessories (PG&A) team, the Associate Omnichannel Ops Analyst is an integral part of the E-Commerce team, with responsibility for the maintenance and improvement of daily order management and customer service operations. PG&A E-Commerce is one of our fastest growing teams, but there is still huge potential for growth. This critical role will focus on delivering seamless fulfillment and customer experience. The role will work closely with Fulfillment Experience team, transportation, Dealers, Logistics, and Customer Service Agents. The Associate Omnichannel Ops Analyst should possess problem solving skills, be detailed oriented, a self-starter, and have a customer-centric mindset. Essential Duties And Responsibilities Monitor the performance of all open orders on E-Commerce channels through daily reporting to ensure they follow the appropriate order path. Identify and document any discrepancies or issues for prompt resolution. Utilize Power BI Dashboards and Excel to monitor and evaluate large data sets to identify themes and patterns in fulfillment issues. Partner with Omnichannel Operations Analysts and the Development team to address technical order issues. Clearly articulate observed issues and their impact on order flow, the end customer and internal stakeholders to ensure effective resolution. Demonstrate a sense of urgency when reacting to customer or dealer disruptions, prioritizing defects based on their impact to order flow. Clearly assess and escalate issues as needed to ensure timely resolution. Act as the subject matter expert on all E-Commerce channel order flows, providing guidance and support to dealers, drop shippers, inventory and logistics teams to ensure seamless operations and issue resolution. Collaborate with dealers, drop shippers, inventory and logistics teams to resolve order issues promptly. Ensure all parties are executing their operational tasks efficiently and effectively. Facilitate clear communication and coordination to maintain smooth processing and fulfillment. Communicate with dealers via phone and email throughout the day to ensure they are maintaining their Ship to Dealer orders while simultaneously gathering program feedback. Document and share program feedback with Omnichannel Operations Analysts to ensure a closed loop and can be used future program enhancements. Owns and assists Omnichannel Analysts with monthly KPI reports and deep-dives to ensure accurate and timely performance tracking. Act as a back-up to the Omnichannel Operations Analysts as needed. Partner with Omnichannel Operations Analysts on fulfillment initiatives by doing data deep dives and/or preparing reports. Customer Service Assist E-Commerce Customer Service representatives in resolving escalated customer order issues by providing system-based solutions and clear communication strategies for conveying policies to customers. Advocate for an exceptional last-mile customer experience by collaborating with Customer Service and other partners to ensure customer satisfaction throughout the delivery process. Monitor, triage, and respond to inquiries in all group Outlook inboxes that support our dealers and employees to resolve order and employee discount questions. Monitor, triage, and respond to customer inquiries regarding returns and escalated customer cases in marketplaces and PayPal. Occasionally work side by side, or as a back-up, to our customer service agents and directly interact with customers in all channels. Develop & deliver ad hoc training to the customer service team on E-Commerce policies & procedures. Write and edit customer service knowledge base articles to provide quick and efficient resolution resources for the team. Act as an integral team member in all new customer service initiatives and projects. Perform all other duties as assigned. Requirements, Skills And Knowledge 1 year of experience in E-Commerce, Order Management, Account Management, Analytics, Customer Service and/or other Operational Roles preferred. Bachelor's degree in business or equivalent work-related experience. Excellent PC skills required, including Microsoft Excel, Word and PowerPoint. Solid math, analytical and problem-solving skills Demonstrated experience of customer focus, and a passion for keeping the customer first. Experience in working with data tools and analyzing large data sets Experience in cultivating and maintaining relationships inside and out of immediate team. Ability to work and manage through ambiguity, a self-starter. Ability to manage daily tasks and prioritize based on customer needs. Excellent Problem Solver Pay Rate $26.17 - $28.17 per hour. #LI-TW1