Coordinator, Digital Operations, E-Commerce - OTB Designer Brands Coordinator, Digital Operations, E-Commerce - OTB Designer Brands

OTB Spa•New York, NY

15d•$67,000 - $70,000•Hybrid

About The Position

About OTB Group OTB is an international fashion group comprising the iconic, unconventional brands Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf. It also controls the Staff International and Brave Kid companies and holds a stake in American brand Amiri. OTB – short for "Only The Brave" – believes in the possibility of pushing beyond the frontiers of fashion and style to support the creativity of international talents and express in full the innovative spirit and uncompromising courage of its founder and chairman, Renzo Rosso. With more than 6,000 employees worldwide, the Group is founded on a digital approach centred on the consumer, a concrete long-term commitment to the creation of a sustainable, technologically driven business, and close attention to social issues through the OTB Foundation. The Digital Operations Coordinator has 2+ years of experience in a fast-paced e-commerce team following industry best practices. They demonstrate strong attention to detail, operate with a sense of urgency, and possess solid operational skills. They have a background in client service and have managed escalation queues, ideally within a luxury environment. They are capable of working independently, taking ownership, and showing initiative.

Requirements

2+ years of experience in a fast-paced e-commerce team following industry best practices
Demonstrate strong attention to detail
Operate with a sense of urgency
Possess solid operational skills
Background in client service and have managed escalation queues, ideally within a luxury environment
Capable of working independently, taking ownership, and showing initiative
Applicants must be legally authorized to work in the United States at the time of application and be able to provide proof of employment eligibility upon request. Employment is contingent upon the successful verification of this authorization in compliance with federal immigration laws.

Nice To Haves

Salesforce Commerce Cloud experience preferred
Interpersonal skills and vendor relations
Strong organizational skills with excellent attention to detail

Responsibilities

Oversee and maintain day-to-day operations of the Salesforce platform, including updating product listings, product launches and promo launches
Manage external Customer Service agency
Answer and problem solve for all escalated inquiries
Training agency on best practices - voice of the customer and distance selling
Weekly call to review cases and work through case improvements, review outreach and failed payments, Net Promoter Score (ensuring any detractor is addressed properly and if possible, rectified internally)
Oversee UPS claims
Oversee chargebacks
Coordinate and support on in-store product knowledge trainings
Maintain and monitor weekly/monthly reporting – including but not limited to inventory, cancellations and returns
Ensure warehouse and stores are processing shipments in a timely manner
Monitor fulfillment and cancellations rates on a weekly basis to inform business of abnormalities
Monitor return reasons to assess business critical issues and propose solutions
Provide ad hoc support to the warehouse and Omnichannel store teams
Partner with Retail and Operations to ensure synergies between online and offline strategies
Forecast yearly packaging and work with vendors and stores to manage replenishment
Train new stores on Omni Channel services and best practices
Manage all site and operational tickets through Jira
Manage all Retail Stores Omnichannel inquiries (19 stock points)
Collaborate with cross functional teams in Paris and Milan
Participate in ongoing process improvement initiatives with internal stakeholders to streamline daily operations
Develop a deep understanding of the digital customer experience and identify opportunities for improvement