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Ecommerce Operations Coordinator
URBN
Philadelphia, PA, United States
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Anthropologie: Temporary Ecommerce Operations Coordinator
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: Temporary ECommerce Operations Coordinator
Overview:
This is a 3 month temporary contract position. The role of the Ecommerce Operations Coordinator is to enhance the customer’s overall digital shopping and delivery experience. The Ecommerce Operations Coordinator is responsible for supporting the Anthropologie, BHLDN, and Terrain brand’s objectives and initiatives across customer service, fulfillment, logistics, web development, and stores. The Ecommerce Operations Coordinator will be required to build and maintain partnerships across functional areas within the brands and shared service teams to ensure brand goals are achieved.
Responsibilities:
• 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 operations. Partner with Anthropologie project management team to execute the furniture growth initiatives.
• Build and analyze reporting to drive improvements in productivity and profitability.
• 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, Transportation, and Logistics 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.
• Be a ‘super user’ and resource for other users for systems used to run the direct business.
• Partner with the Fulfillment Centers and Contact Center to ensure the Brand vision and initiatives are shared appropriately through customer packages and deliveries, phone calls, emails, etc. 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 change, shipping, delivery, and product information.
• Drive furniture and home customer service and operational improvements for Anthropologie and Terrain.
• Support responses to customer escalations to Home Office and from our Contact Center partners.
Skills / Requirements
• College Graduate
• 3-5 years of work experience, preferably operational or customer-based
• Strong understanding of logistics and operational policies and procedures to support direct and stores
• Strong Microsoft Excel skills with previous experience building and analyzing reports
• Previous experience in fulfillment or logistics a plus
• 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