E-Commerce Operations Manager

Company Description

To tell the story of North 40 Outfitters is to tell a success story of the people of the Northwest. We do what we love, and love what we do because we’re passionate. We’re dedicated. We give it all we’ve got and then we get up in the morning and do it all over again. We’re farmers and ranchers. We’re barrel racers and river chasers. We’re honest. We’re helpful. And our families, our friends, and our communities are everything. This is us. This is who we are. It’s what we do every day.

Our Values:

• Embrace Authenticity
• Encourage Transparency
• Promote Learning
• Build Trust
• Earn Respect
• Deliver Value
• Serve Our Customers

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.