Department Information

Today the European Tommy.com store ships to 21 countries with aggressive plans to roll out to more markets. The store offers a full and expanding range of the company products. Currently the store operates in 5 languages with plans to add more. The operation has been highly successful and has become a cornerstone of the European business, a fundamental part of the plan to grow the European business to €2 billion.

Position Description

The Coordinator Operations ecommerce will be responsible to provide a shopping experience that exceeds our customers’ expectation. You will ensure execution of daily operations within the team and solve/respond to fulfillment problems in a timely matter.

• Ability to deliver the WOW to our customer and passionate about online shopping
• Going the extra mile for your customer. 
• Excellent employee relation skills.
• Flexible to work in a 24/7, 365 day environment.
• Make recommendations to management concerning improvements of procedures.
• Ability to manage small to medium projects in a dynamic work environment.
• Strong organizational skills.
• The Coordinator reports directly into the Manager Operations Ecommerce.
• Demonstrates ability to complete multiple tasks under pressure.
• Plans and co-ordinates distribution & returns of product from the distribution center to end consumers and vice versa for web site (e-commerce)
• Ensures that order processing, distribution & returns processing is handled on time and in line with customer needs to ensure a compelling consumer experience is achieved.
• Assists Customer Service department in order flow related issue management.
• Create daily reporting on order flow to identify issues in the delivery chain, and to prevent financial leakage.
• Continuously driving improvements in the supply chain towards excellent consumer experiences (improve satisfaction drivers).
• Point of contact for payment related issues with Payment providers and the finance department.
• Develop processes that improve/increase the customer experience.
• Coordinate performance metrics between Vendor and web site to meet/exceed goals.
• Works with IT teams to implement changes, new features, and bug fixes.
• Ensure online marketing strategies & promotions are implemented in the operational processes.
• Manage any exceptions to the normal order processing workflow in Order Management System and related systems.
• Serve as the primary point of contact for order processing, distribution & returns processing.
• Adjust operations based on operational and exception reporting via Business Intelligence tools.

Position Requirements

• Minimum 4 years + experience in operations
• Experience in team leader ship
• Experience in a high volume catalogue environment
• Has knowledge of Supply Chain processes incl. Reverse logistics process combined with consumer back thinking
• Knowledge and experience of working within and e-Commerce environment is a plus
• Strong planning, organizational skills, ability to multi-task Excellent communication skills, command of English language (written & spoken), multi-lingual is a plus
• Pro-active service delivery focused attitude, willingness to get involved in all aspects of the ecomm business with a “hands-on, can-do” approach
• Ability to delegate and follow-up with a good sense of people judgment
• Strong computer skills