Ecommerce Operations Specialist

2 weeks ago

Philadelphia, Pennsylvania, United States Anthropologie Full time

Role Overview:

Anthropologie is seeking an Ecommerce Operations Specialist to elevate the overall digital shopping, delivery, and customer service experience for our clientele. This role is pivotal in supporting the objectives and initiatives of the Anthropologie and Terrain brands across various domains including customer service, fulfillment, logistics, web development, and retail operations. The Ecommerce Operations Specialist will cultivate and sustain partnerships across functional areas within the brands and shared service teams to ensure the achievement of brand goals.

Key Responsibilities:

Customer Service:

  • Collaborate with the Contact Center and Fulfillment Centers to ensure that the brand vision and initiatives are effectively communicated through all customer interactions, including packages, phone calls, emails, chat, and social media. Establish a benchmark for outstanding customer service within the team and shared service partners.
  • Assist the Contact Center and Fulfillment Centers with process updates, training sessions, policy modifications, site enhancements, product launches, and other pertinent information. This may involve conducting onsite training and/or creating training documentation or resources.
  • Manage responses to customer feedback, escalations to the Home Office, and other external channels.
  • Promote enhancements in customer service and operational efficiency for the Anthropologie Group.

Operational Duties:

  • Gain a thorough understanding of our service level agreements with customers and our existing supply chain.
  • Leverage customer and Contact Center insights to pinpoint opportunities for reducing friction and enhancing the availability of information for the digital shopping experience.
  • Foster improvements in customer service and operations for the Anthropologie Group by collaborating with Technology, Web Production, Marketing, Buying Operations, Buying, Copy, Creative, Transportation, and the Contact Center.
  • Act as a key resource and expert for the systems utilized in managing the direct business.
  • Support cross-brand initiatives and enhancements in collaboration with Technology teams. Communicate updates and manage timelines within the brand to ensure project milestones are met.

Qualifications:

  • 1-2 years of experience in a service-oriented and/or operational role.
  • Demonstrated ability to prioritize effectively in a fast-paced environment.
  • Quick learner with strong analytical skills and an understanding of how various systems interact.
  • Exceptional verbal and written communication abilities.
  • Proven capacity to devise creative solutions while troubleshooting, with a strong focus on achieving results.
  • Ability to propose, document, and implement systemic and process enhancements.
  • Strong interpersonal skills and the ability to thrive in a team-oriented environment.
  • Exhibits high energy and a positive demeanor.
  • Proficient in Outlook, Word, and Excel.

Benefits:

URBN provides a comprehensive array of perks and benefits to its employees. Availability and eligibility for specific benefits may vary based on location and employment status. Benefits include medical, dental, vision, paid time off, generous employee discounts, retirement savings, and much more.

Diversity Commitment:

URBN values diversity and is dedicated to fostering an inclusive environment for all employees. We are proud to offer equal employment opportunities to all employees and applicants without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We are committed to creating a safe, fair, and respectful workplace.

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