The posting
JOB SUMMARY: Manage the online customer service and sales platform; and interface between the online customer and the retail departments fulfilling online orders within the established timeframes. Work with the eCommerce senior management to improve the online sales fulfillment process to ensure accessibility, convenience, affordability and availability of products. SPECIFIC DUTIES AND RESPONSIBILITIES: Review and process all orders received via TDC's e-Commerce platform. Work closely with the Senior Clerk & eCommerce senior management to process online payments and or refunds. Work closely with Warehouse Clerks and Retail Store Management (as necessary), to confirm availability of products. Work closely with the Purchasing and Inventory Department to inform on merchandising, customer preferences, feedback and overall product needs. Sourcing and uploading of product images and descriptions. Liaise with other store locations and check ERP Application to confirm availability of products. Communicate with the customer and provide appropriate responses in a timely manner via appropriate and designated channels. Enforce and monitor the standard operating procedures governing the online order fulfillment process. Make recommendations to improve the standard operating procedures for online order fulfillment processes. Actively engage in behavior to build positive relationships with sales, delivery, and administrative staff to exceed the service expectations of customers. Meet performance goals as defined through the agreed KPIs. Compile weekly and monthly reports to management as required. Manage after sales and care, including customer surveys and feedback. Work with key stakeholders and any third-party vendors to facilitate order fulfillment and service. Any other duties as assigned WORK ENVIRONMENT: Location: The Home and Building Depot at Pinney's, Nevis Require the physical ability to engage in repetitive hand movements, reaching shelves of varying heights, stooping, bending, walking and or kneeling frequently. Require long hours viewing a computer screen Require constant communication via telephone to internal stakeholders and customer Require a willingness to work overtime and weekends May be required to move between departments to procure products to fill orders Requirements REQUIREMENTS: A passion for client service, efficiency, effectiveness and quality. Outstanding interpersonal, verbal and written communication skills. Ability to make appropriate independent decisions, work independently, prioritize own tasks, and tasks of others as needed. Demonstrate a clear understanding of product inventory, tracking, and product verification. Demonstrate integrity both at and outside of work. A Valid Driver's License (standard preferred) Maintain a professional manner and appearance in the workplace. Stay up to date with best practices in online sales fulfillment. Ability to manage projects and implement plans in a timely basis. Ability to assess and provide accurate and constructive feedback to employees supporting the e-Commerce sales channel. Understand the business' long-tem strategy and how e-Commerce contributes to achieving those goals. Strong understanding of business drivers evidenced by an ability to quickly set and adjust priorities. Willingness to comply with established directives, policies, and best practices. Excellent team working and collaborating skills Proficient in the use of Microsoft Excel and point of sale software Ability to generate timely reports and recommendations Protects organization's value by keeping information confidential. Updates job knowledge by participating in educational opportunities. EDUCATION: Qualification and Experience: At minimum, Six (6) CXC/GCE subject passes including Mathematics and English LanguageAssociates Degree in Business Management, Accounting or related subject areas, preferred. At least 2 years working experience in a customer service driven environment, order fulfillment facility and or in inventory management. Supervisory experience is a plus.
