Ecommerce operations analyst (retail fast fashion)

You have the opportunity to contribute your personality, ideas and creativity — because only when we break new ground together can we create something unique. Become part of our team of more than 19.000 employees worldwide and shape your future with us.

Location: Hybrid Polanco Mexico City, Monday to Friday.

Position Summary:
The Ecommerce Operations Analyst is an integral part of the eCommerce organization, focusing on customer service/experience and all areas of ecommerce operations. Routine escalations, order troubleshooting, and complex problem solving are some of the main responsibilities of the role.

Responsibilities include, but not limited to the following:
• Service Provider Relationship: Assist eCommerce Manager with all aspects of our third-party customer service providers and outside vendors who are responsible for handling all phone, chat, and email inquiries from end customers in US, Canada, Mexico.
• Assist team with customer escalations and partner with retail and marketing teams to create best customer experience across omni channel touch points.
• Partner with internal and external IT resources in troubleshooting customer order issues
• Daily/weekly/monthly reporting and monitoring on customer service SLAs and volumes as well as warehouse SLAs.
• Overseeing handling of replacement and defective merchandise as well as fulfilment centre process for handling defective merchandise/claims.
• Fulfilment Initiatives/Processes: Partner with ops team in fulfilment/logistics initiatives and processes, including standardization of procedures, appropriate issue routing, and cost savings measures
• Testing: Play crucial role in front and back-end testing for regular monthly releases and site
enhancements, work with various teams to troubleshoot and resolve issues
• Employee Discount Program: Administer internal employee ecommerce discount program
• QA site experience: Constantly monitoring site for bugs or possible enhancements, working with internal and external partners to execute changes and troubleshoot

System Technology:
• Microsoft Office Suite: Excel, Word, Outlook, and PowerPoint.
• SAP a plus but not required.
• Familiarity with customer service platforms and retail operations systems a plus.

Qualifications:
• Bachelor’s Degree or equivalent.
• 1-3 years of eCommerce customer service and/or operations experience.
• Proficient in Excel & PC operations.
• Independent, self-motivated, detail-oriented, reliable, organized, and excellent communication skills.
• Ability to work efficiently with all ecommerce stakeholders in a fast-paced environment.
• Passion for innovation within the eCommerce industry.

Your benefits:
A comprehensive benefits package which includes:

Gross monthly salary
Robust compensation package above the legal requirements
Flexible office hours
Birthday off
Exclusive employee discounts
Comprehensive wellness programs to promote health & well-being
Continuous development
Life and career plan

We are a global company with our employees representative of the world at large. Our inclusive culture embraces each person’s authenticity and individuality. We are committed to equal employment opportunity. And we believe our equitable work environment helps unleash your full potential and inspires you to thrive.