Analyst, OC Operations

Overall Job Summary

The Omni Channel Analyst is responsible for managing all aspects of either fulfillment or the returns processes including analysis, exception management and process improvement. This position works cross functionally with vendors and internal departments to improve processes that ultimately aid in reducing profit and sales loss and to continually improve the overall experience for our customers.

Essential Duties and Responsibilities (Min 5%)

• Manage the operational aspects of the multiple programs including but not limited to Buy Online Pickup in Store, Ship from Store, Ship from DC, Return to Vendor (RTV), Claims process, In store returns and 3rd Party Liquidators/Vendors.

• Maintain tight control of what gets paid and how much is paid based on budget considerations

• Properly manage claims and serve as a resource to staff on proper handling and decisions in the claims process

• Use analytics and best practices to identify opportunities to improve returns programs, customer experiences, and optimize return shipping rates & expenses.

• Work with Product Managers & third-party partners to develop long-term technical & process solutions to drive improvements

• Develop cross-functional relationships with various operational groups including Logistics, Stores, Finance, Accounting, LP and Customer Service to drive operational changes within the organization.

• Develop and report to leadership key insights into the Omni Channel business

• Provide regular Omni-channel metrics and analysis reporting for management team and cross functional teams

• Drive strategic initiatives and projects, from research and discovery, requirements gathering to project plan task deliverables. Once implemented, manage continuous improvement, and support the business unit in driving additional profitable sales

• Accountable for driving improvement in key metrics for the business

Required Qualifications

Experience: 3+ years of related business experience in Omni-Channel or Ecommerce

Education: Bachelor’s degree in Business, Operations, Planning, Supply Chain, IT or an appropriate business-related field of study. Any suitable combination of education and experience will be considered.

Preferred knowledge, skills or abilities

• Good knowledge of the LTL industry including handling of freight, loading trailers, and proper documentation

• Excellent communication and presentation skills: story-lining, email communication and strong personal impact.

• Strong quantitative problem-solving skills; curiosity for understanding root causes.

• Familiarity with claims/Returns/RMA processes

• Ability to bridge between technical solutions and real-life organizational dynamics.

• Strong Microsoft Office skills, particularly Excel, Pivot tables.

• Possess Business Intelligence Software experience and quick software acumen.

• SAP Business Objects, Tableau, PowerBI software experience preferred.

• Strong thought leadership: can stand up for ideas and concepts while still maintaining collaborative spirit.

• SQL experience a plus

Working Conditions

• Hybrid / Flexible working conditions

Physical Requirements

• Sitting

• Standing (not walking)

• Walking

• Kneeling/Stooping/Bending

• Reaching overhead

• Lifting up to 10 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

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