Job Description

North 40 Outfitters in Great Falls, MT is looking to hire a Full-Time Salaried E-Commerce Operations Manager to join our team. We believe that each team member plays a vital role in the success of our company. We are looking for authentic and enthusiastic people who love our lifestyle and believe in service before self. As an E-Commerce Operations Manager you are responsible for the day-to-day operations of north40.com. These responsibilities include supervising the Customer Support team, the store-based fulfillment operations, ecomm-related third-party carrier services and the logistics of handling orders after an online sale to ensure an excellent experience.

This full-time position requires the ability to work on-site and all scheduled shifts between the business hours of Mon-Fri 8 am to 5 pm. This shift can include working weekends and certain holidays and will require flexibility in scheduling based on business needs.

Qualifications

• Oversee Customer Support Team
  • Develop and maintain strong rapport and relationships with our customers and internal teams
  • Lead the customer support team by modeling excellent service and support at all times
  • Develop standard operating procedures and proactively seek improvements to processes
  • Seek and schedule training to continually develop the customer support team
  • Execute strategies to improve the experience across the whole customer journey – infusing hospitality into our everyday tasks
• Oversee Store-Based Fulfilment Teams
  • Partner with the store management to monitor store operations for appropriate staffing, timely communication and fulfillment of online orders
  • Assist store management with hiring and performance evaluation of store fulfillment teams as needed
  • Develop standard operating procedures and proactively seek improvements to processes to ensure optimal fulfillment methodologies and practices
  • Organize and host a monthly store fulfillment team meetings and an annual training summit
• Oversee Order Management System, Customer Support Suite and Fulfillment Management System
  • Act as the superuser for these platforms and lead on training, issue management, enhancements and strategic vision.
  • Lead on training and standard procedures for use of these platforms.
  • Provide primary business-side input to technical resources supporting these platforms.
  • Ensure new employees have necessary logins and appropriate permissions
• Reporting and Communications
  • Oversee daily reconciliation and inventory management
  • Prepare a monthly Customer Support report to review key performance metrics
  • Contribute to weekly and monthly Ecommerce Report with customer support, fulfilment and routing details and evaluations
  • Lead carrier evaluations, including reporting on fulfillment team’s carrier preferences, service usage, average cost per label, front end quoting vs. actual label cost, etc.

Additional Information

BENEFITS & COMPENSATION

We offer a competitive wage, a rewarding work environment, and generous benefits and perks such as paid holidays, a 401(k) option, Health Savings Accounts (HSAs), medical, dental, vision, and life insurance, and a phenomenal employee discount on all products North 40 sells.

North 40 Outfitters is proud to be an Equal Opportunity Employer.