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Ecommerce Operations Coordinator
URBN
Philadelphia, PA, United States
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Founded in 1992, Anthropologie (www.anthropologie.com) operates more than 175 retail stores in North America and Europe, and ships to over 100 countries worldwide via our ecommerce channels. We cater to fashionable, educated, and creative women between the ages of 28 to 45, who desire an inspirational shopping experience. To that end, we are committed to exceeding her expectations in unexpected, delightful ways. Our unique product assortment includes women's apparel and accessories, home furnishings and décor, gifts, beauty, and found objects. Our mission is to provide our customer with an unimagined experience.
Title
Ecommerce Operations Coordinator
Overview
The role of the Ecommerce Operations Coordinator is to enhance the customer’s overall digital shopping experience. The Ecommerce Operations Coordinator is responsible for supporting the Anthropologie brand’s objectives and initiatives across customer service, fulfillment, web development, and stores. The Ecommerce Operations Coordinator will be required to build and maintain partnerships across functional areas within the Brand and Shared Service teams to ensure brand goals are achieved.
Responsibilities
• Partner with the Fulfillment Centers and Contact Center to ensure that the Brand vision and initiatives are shared appropriately through customer packages, phone calls and emails. Set the standard for exceptional customer service within the team and shared service partners.
• Support the Fulfillment Centers and Contact Center regarding but not limited to: trainings, supplies, reporting and service levels. Complete onsite training and/or training documentation relating to: our customer, website changes, packaging changes and product information.
• Support responses to customer escalations to Home Office and from our Contact Center partners.
• Build documentation and training resources for the Fulfillment Centers and Contact Center as needed.
• Develop a comprehensive understanding of our current supply chain including inbound POs, outbound to customers, vendor relations and measurement of service levels to customers.
• Support furniture operations and service improvements, including day-to-day issues. Partner with Anthropologie project management team to execute the furniture growth strategy.
• Support multiple cross-brand projects with Digital and IT teams. Communicate updates and manage timelines within the brand to meet project deadlines.
• Partner with Web Development/IT, Web Production, Marketing, Buying Operations, Buying, Copy, Creative and Transportation to execute projects and goals.
• Provide results analysis and identification of opportunities for improvements to service and profitability. Explain clearly and effectively to relevant partners reasons to implement and support recommendations.
• Utilize reporting to identify and analyze opportunities, risks and trends.
• Be a ‘super user’ and resource for other users for systems used to run the direct business.
Qualifications
• College Graduate
• 3-4 years’ work experience, preferably operational or customer-based
• Strong understanding of logistics and operational policies and procedures to support direct and stores
• Ability to suggest, document and implement systemic and process improvements
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills with a passion for driving results
• Capacity to manage and prioritize tasks in a fast-paced environment
Education
Bachelor’s Degree in Business, or a related field.
Location
Philadelphia, PA