Responsible for monitoring, analyzing and reporting on the key performance and critical driver areas of the eCommerce operations, including, but not limited to, customer service and outsourced call center operations and fulfillment and order management.
Responsible for developing/enhancing dashboard and KPI reporting with third party customer contact center and implementing action plans to address non-value add transactions.
Contacts customer service in the event of operational issues that will impact our customer.
Responsible for co-developing with Supply Chain group KPI reporting for order fulfillment, shipping and returns to ensure order fulfillment process meets/exceeds customer expectations.
End-to-end process ownership of ship to store program, including process and reporting enhancements.
Troubleshoots and solves order issues and coordinates with distribution center to resolve (i.e. shipment of wrong items).
Responsible for managing order flow ensuring open and legitimate orders are pushed through systemically and in a timely manner.
Responsible for daily, weekly and monthly review/auditing of reporting.
Other ad-hoc reporting to support business operations.
- College degree required.
- Strong analytical capabilities and problem solving skills.
- Microstrategy or similar reporting system experience.
- Experience in e-commerce or catalog operation a plus.
- Strong verbal and written communication skills.
- Independent, detail oriented and organized.
- Professional demeanor and can-do attitude.
Dressbarn, Inc. - 19 months ago