Omnichannel Operations Coordinator - E-Commerce
About The Position
As the Omnichannel Operations Coordinator, you will support the day-to-day execution of omnichannel operations by coordinating activities, maintaining operational processes, monitoring performance, and assisting with issue resolution across digital and retail channels. The role is responsible for ensuring operational tasks are completed accurately and efficiently while supporting cross-functional teams in delivering a consistent customer experience. The ideal candidate is highly organized, detail-oriented, and collaborative, with strong problem-solving skills and a customer-first mindset. They thrive in a fast-paced retail environment, effectively manage competing priorities, and coordinate operational activities while identifying and escalating issues to the appropriate stakeholders for resolution.
Requirements
- Bachelor's Degree or Diploma, preferably in Business, Marketing, or a related field.
- 1–3+ years of experience in omni-channel retail, e-commerce operations, or retail systems support (or related field).
- Strong understanding of omnichannel strategies, e-commerce, and retail operations.
- Strong analytical skills with proficiency in Excel/Sheets and experience producing business reports.
- Familiarity with order management systems (OMS) and fulfillment processes; experience with NewStore a strong plus.
- Experience with ticketing tools like TopDesk or Jira preferred.
- Ability to interpret data trends and provide recommendations.
- Experience with payment gateways and payment providers including processing chargebacks preferred.
- Excellent communication and collaboration skills.
- Strong problem-solving and analytical abilities.
- A well-defined sense of urgency negotiation, conflict resolution, and people management skills.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
Nice To Haves
- experience with NewStore a strong plus
- Experience with ticketing tools like TopDesk or Jira preferred.
- Experience with payment gateways and payment providers including processing chargebacks preferred.
Responsibilities
- Generate and distribute daily, weekly, and monthly business reports, including daily sales, weekly store incentives, fulfillment SLAs as well as ad-hoc business reporting.
- Monitor business results, identify trends, and share observations with stakeholders to support operational planning.
- Support forecasting and capacity planning for peak business periods including creating forecasts for web shipped sales and carrier forecasts.
- Execute order flow and troubleshoot order-related issues, including cancellations, re-routing, and on-hold orders.
- Coordinate day-to-day omnichannel order management activities with third-party logistics (3PL) partners, supporting efficient order fulfillment and timely resolution of operational issues.
- Facilitate end-to-end Ticketing through TopDesk, including triage, escalation, and closure.
- Assist with NS (OMS) promotion setups for endless aisle, configuration, and testing before launch as well as any ticketing and escalations.
- Monitor and troubleshoot app errors, outages, and performance issues and support store teams with any outages and connectivity loss through TopDesk.
- Maintain relationships and communication with carrier representatives and set up new carrier accounts and maintain carrier-related configurations.
- Execute the end-to-end process for gift card management, including issuance, redemption, troubleshooting, and reporting.
- Facilitate the full lifecycle of chargebacks, including investigation, documentation, and timely resolution.
- Facilitate the administration of payment platforms by monitoring alerts, escalating issues, and maintaining system documentation.
- Maintain the integration and daily oversight of payment platforms & e-wallets such as Adyen, Shop Pay, and PayPal; ensure transactions are processed efficiently and accurately.
- Generate regular payments reports and escalate trends or anomalies to appropriate stakeholders for review including orders failing due to incorrect payment methods or restricted payment type.
- Provide detailed e-wallet transaction reporting (ShopPay, PayPal & Gpay) and support reconciliation with finance teams.
- Collaborate with external vendors to optimize fraud prevention strategies and minimize false positives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
