Senior E-Commerce Operations Analyst
POSITION SUMMARY Provides oversight to the service, sales process, and operational performance of Owens & Minors E-Commerce platform. Collaborates with cross functional teams and communicate effectively in order to create a positive and consistent customer experience. Grows E-Commerce sales, enhances platform features and functionality and meets departmental performance goals by focusing on customers, processes, systems, tools and performance metrics on a daily basis. ESSENTIAL JOB FUNCTIONS:1. Serves as a key support liaison between the Amazon Customer Service Team at the Client Engagement Center (CEC) and all operating business units who support the E-Commerce channel including: Amazon Customer Service/Seller Support, Distribution Centers, Product Management, Cash Apps, Tax and Inventory.a. Trains and oversees CEC Customer Service representatives and serves as a support function and decision maker for customer service solutions.b. Trains and supports all related Account Receivable (AR) reconciliations, monthly settlement process and tax reporting requirements. Actively looks for optimization solutions.c. Oversees compliance for all Product Recall / Product Complaints.d. Manages Amazon Claims, Product Reviews and Seller Feedback Programs.e. Reports out monthly on Customer Service metrics.f. Serves as a back-up to CEC Customer Service Support and ensures all SOPs are updated to current business procedures.2. Manages day-to-day E-Commerce Operations. Performs daily audits on E-Commerce order flow process, manages and maintains all E-Commerce Standard Operating Procedure (SOP) documents and supports any needed cross-functional team training sessions.a. Ensures performance metrics are being met on a daily basis including on-time shipments, order tracking, customer communication and platform performance.b. Regularly develops process documentation and SOPs to support E-Commerce business initiatives. c. Plays a key role in surfacing process improvement opportunities as needed to drive better platform efficiencies.3. Oversees E-Commerce System Integrations when new features/functions need to be implemented or improved. Supports and drives the change request process for new initiatives with IT partners. Serves as a key support function and knowledge base for all E-Commerce integrations. Retains a strong understanding for Owens & Minor system impact.a. Develops a solid understanding of the end-to-end E-Commerce process and has a strong knowledgebase for all internal backend system functions. b. Partners with Technical Project Manager and Development team on key objectives, work scope, User Acceptance Testing (UAT) planning/testing and production and performance review.c. Develops detailed UA test planning with key business partners as well as a production implementation schedule.d. Develops and supports training and SOPs for all new or enhanced initiatives for any involved cross-functional team.e. Supports all 3rd Party software integrations with the E-Commerce platform, manages compliance and all needed testing, integrations and daily support.4. Manages the compilation, analysis and reporting of data for pricing for the E-Commerce business. Ensures pricing adheres to the E-Commerce pricing strategy. Supports all system pricing updates and reconciliation. Audits inventories and stock levels in partnership with the inventory team to identify opportunities for stocking and future forecasts.a. Manages the E-Commerce pricing prep process in partnership with the Director of E-Commerce and Pricing team.b. Produces needed sales and margin reports and analysis on a regular basis c. Performs weekly audits for all E-Commerce account pricing.d. Manages data output and pricing reconciliation from 3rd party pricing software.e. Conducts a weekly audit of inventory levels and weeks of supply analysis and identifies areas of sales risk and opportunities.f. Supports the end-to-end E-Commerce bundle process with inventory, pricing and Distribution Center teams.SUPPLEMENTAL JOB FUNCTIONS: Performs additional duties as directed including, but not limited to:o Providing support to Owens & Minor products SBU on tasks related to pricing, promotions, keyword research, brand registry management and product launch.o Providing support as needed for a growing E-Commerce business area. May require travel up to 10% of the time and occasional weekends in Service/Operations.QualificationsEDUCATION & EXPERIENCE REQUIRED: Bachelors degree in Business, Communications, Supply Chain or related field Five (5) years of experience in an Operations, eCommerce, Customer Service, Supply Chain, Retail, or Information Technology role Three (3) years of experience in E-Commerce/Amazon platform experience preferred, with a specific demonstrated understanding of the Seller Central Feature Function, and/or eCommerce platform knowledge and hands on experience Or any combination of education and experience to meet the above requirements KNOWLEDGE SKILLS & ABILITIES: Strong skillset in the Microsoft Office Suite (Excel, Word and PowerPoint). High comfort level with new systems, technology and UAT process. Ability to work effectively in a high pressure and fast paced environment. Ability to work well with multiple business units and cross-functional teams. Ability to collaborate and work effectively as a team player. Proficient in customer relationship management. Strong written and verbal communication skills. Sound analytical and problem solving ability. Ability to work independently and to prioritize and make sound business decisions. Ability to stay organized and exercise flexibility when working on multiple projects.