Ecommerce Operations Coordinator

EssilorLuxottica - Sidney, ME

Full-time - Entry Level

Hybrid - Sidney, ME

10,001+ employees

About the position

As an eCommerce Operations Coordinator at EssilorLuxottica, you will play a crucial role in enhancing the customer journey by ensuring a seamless online experience across various websites. This position involves streamlining processes and providing support for daily eCommerce operations, acting as a liaison between customer service and distribution teams, and collaborating with various stakeholders to improve the overall customer experience.

Responsibilities

• Act as a liaison between Customer Service and Distribution Centre teams to resolve customer issues related to the website and supply chain
• Collaborate with store operations teams to deliver a seamless omnichannel customer experience
• Manage customer service escalations and ensure timely resolutions
• Communicate online activities, website enhancements, and updates to internal stakeholders
• Support the backorder process, including reporting and resolution
• Monitor weekly gross-to-net performance and assess supply chain operations
• Identify and propose improvements to enhance the customer experience
• Assist in tracking and analysing Net Promoter Score (NPS) trends
• Facilitate project integration, including discussions, User Acceptance Testing (UAT), and post-launch hypercare
• Test new website features, enhancements, and functionality to ensure optimal performance
• Raise and manage JIRA tickets for site issues and recommend enhancements
• Investigate customer-reported functionality issues, develop solutions, and communicate updates to stakeholders

Requirements

• Tertiary education in Business, Commerce, eCommerce, Digital marketing, or Marketing
• 1-2 years relevant experience within retail or eCommerce
• Proficiency in Microsoft Office Suite, particularly Excel
• Excellent written and verbal communication skills
• Previous copywriting experience
• Highly driven and passionate about online retail
• Strong problem-solving and self-management skills with the ability to prioritize deadlines

Benefits

• Generous yearly product allowance for spending across the portfolio of brands
• Wellness amenities including reformer Pilates studio, Yoga classes, Personal training, and Bike storage
• Abundance of local cafes, a major shopping centre, and close to public transport facilities
• Global volunteering opportunities through the OneSight Foundation
• Wide range of career opportunities across the EssilorLuxottica network
• Complimentary full-time concierge services offering an exclusive hotel-style experience
• Options for a hybrid working environment