Review operational metrics to identify improvement opportunities.
Ensure compliance with company policies and quality standards.
Collaborate with cross-functional teams as needed.
Generate operational reports and performance metrics.
Benefits
Support for continuous learning and development opportunities.
Collaborative work environment with cross-departmental interactions.
Access to industry-standard tools and technology for efficiency.
Structured onboarding process for new employees.
Opportunity to lead process improvement initiatives.
Full Job Description
Position Purpose
This position is responsible for overseeing daily eCommerce operations, ensuring exceptional customer experience, efficient order processing, and team performance. This role serves as the primary point of contact for escalations, operational issues, and workflow improvements while supporting organizational objectives through leadership, collaboration, and continuous improvement initiatives. The eCommerce Lead partners with cross-functional teams to ensure customer orders are processed timely and accurately. Service levels are achieved, and operational efficiencies are continuously enhanced.
Essential Functions & Principal Accountabilities
Oversee daily eCommerce operations, including order management, customer inquiries, and case resolution.
Monitor team workloads to ensure service levels and performance goals are met.
Manage escalated customer issues and provide timely resolutions.
Review and analyze operational metrics, identifying opportunities for improvement.
Ensure compliance with company policies, procedures, and quality standards.
Collaborate with all departments, as necessary.
Monitor order flow, back orders, inventory-related concerns, and fulfillment challenges.
Develop and maintain process documentation, standard operating procedures, and training materials.
Support system testing, workflow enhancements, and process automation projects.
Generate and distribute operational reports and performance metrics.
Provide daily coaching, guidance, and support for team members.
Conduct onboarding and training for new employees.
Monitor employee performance and provide constructive feedback.
Assist management with performance improvement plans and corrective actions when necessary.
Identify skill gaps and recommend development opportunities.
Facilitate team meetings, knowledge-sharing sessions, and process training workshops.
Additional Responsibilities
ISO program compliance and support
Observe and act in accordance with all applicable laws, regulations, and company policies.
Other duties as assigned.
Skills & Competencies
Team Leadership
Coaching and Mentoring
Employee Development
Performance Management
Conflict Resolution
Change Management
Customer Experience Management
Order Management
Process Improvement
Workflow Optimization
Quality Assurance
SLA Management
KPI Management
Root Cause Analysis
5. Education/ Training/Experience
Bachelor's degree in business, Operations Management, Supply Chain, Marketing, or related equivalent experience.
Minimum of 3-5 years of experience in eCommerce, Customer Service, Operations, or related field.
Minimum of 1-2 years of leadership, supervisory, or team lead experience.
Experience working within high-volume customer service or order management environments.
Experience leading process improvement initiatives.
Project management experience.
Experience developing training materials and standard operating procedures.
Technology
Microsoft Dynamics 365 CE
Microsoft Business Central
Power BI
Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
CRM Platforms
ERP Systems
EDI Systems
E-comm/E-pro Experience
Reporting & Analytics Tools
Knowledge Management Systems
Essential Physical Demands
Lift and/or moving materials up to 10 lbs.
Carrying up to 10 lbs.
Visual acuity
Reaching with hands and arms
Talking
Hearing
Use hands to finger, handle or feel objects, tools, or controls.
Repetitive motions
Bending
Crawling
Crouching
Sit/Stand
8. Primary Environment
Indoor work environment
Ambient room temperatures
Lighting & traditional office equipment as found in a typical office environment.
