Job Description
Title : Associate Omnichannel Ops Analyst
Location : Plymouth, MN (Hybrid, onsite Wednesdays and Thursdays)
Job Type : Contract (6 Months + Potential to extend)
Compensation : $28.16/hr
Industry: Powersports
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About the Role On behalf of our client — a leading powersports and recreational vehicle manufacturer — we are seeking an Associate Omnichannel Ops Analyst to join their growing Parts, Garments & Accessories (PG&A) E-Commerce team. This team is one of the fastest-growing within the organization, with significant room for continued expansion, making this an excellent opportunity for someone eager to learn and grow their career in e-commerce operations.
In this role, you will be an integral part of the E-Commerce team, responsible for maintaining and improving daily order management and customer service operations. Your focus will be on delivering a seamless fulfillment and customer experience, working closely with the Fulfillment Experience, Transportation, Logistics, and Customer Service teams, as well as the client's dealer network. The ideal candidate brings strong problem-solving skills, a keen eye for detail, initiative, and a customer-centric mindset.
This is a great fit for someone who is hungry to learn and grow. Corporate experience is helpful but not required — our client is prepared to train the right person and places a high value on soft skills, coachability, and a collaborative attitude.
Job Description As the Associate Omnichannel Ops Analyst, your essential duties and responsibilities will include:
Omnichannel Order Operations - Monitor the performance of all open orders across E-Commerce channels through daily reporting to ensure they follow the appropriate order path. Identify and document any discrepancies or issues for prompt resolution.
- Partner with Omnichannel Operations Analysts and Development teams to address technical order issues. Clearly articulate observed issues and their impact on order flow, the end customer, and internal stakeholders to ensure effective resolution.
- Communicate with dealers via phone and email throughout the day to ensure they are maintaining their Ship-to-Dealer orders, while simultaneously gathering program feedback. Document and share feedback with Omnichannel Operations Analysts to ensure a closed-loop feedback process and support program enhancements.
- Demonstrate a sense of urgency when reacting to customer or dealer disruptions, prioritizing defects based on their impact to order flow. Clearly assess and escalate issues as needed to ensure timely resolution.
- Resolve order-related issues, bugs, and defects across all E-Commerce channel orders to ensure seamless operations.
- Collaborate with dealers, drop shippers, and inventory and logistics teams to resolve order issues promptly, facilitating clear communication and coordination to maintain smooth processing and fulfillment.
- Own weekly metric reporting and analysis for operational processes and performance.
- Own and support monthly KPI reporting and operational deep-dive analyses in partnership with Omnichannel Operations Analysts.
- Act as a backup to the Omnichannel Operations Analysts as needed.
Customer Operations & Knowledge Management - Assist E-Commerce Customer Service representatives in resolving escalated customer order issues by providing system-based solutions and clear communication strategies for conveying policies to customers.
- Advocate for an exceptional last-mile customer experience by collaborating with Customer Service and other partners to ensure customer satisfaction throughout the delivery process.
- Monitor, triage, and respond to inquiries across all group Outlook inboxes that support dealers and employees, resolving order and employee discount questions.
- Develop and deliver ad hoc training to the customer service team on E-Commerce policies and procedures. Write and edit customer service knowledge base articles to provide quick and efficient resolution resources for the team.
- Own customer service KPI reporting and performance analyses to ensure accurate and timely operational insights.
- Serve as an integral team member in all new customer service initiatives and projects.
- Perform all other duties as assigned.
Qualifications Required Qualifications: - Bachelor's degree in eCommerce, Business, Operations, Communications, or a related field (or equivalent work-related experience).
- Experience working within Microsoft Excel and/or with large datasets.
- Proficient PC skills, including Microsoft Excel, Word, and PowerPoint.
- Solid math, analytical, and problem-solving skills.
- Strong organizational skills and strong critical thinking skills.
- Demonstrated learning agility, with the ability to quickly absorb new concepts, tools, and systems and effectively apply them in day-to-day operations.
- Ability to learn new systems quickly.
- Collaborative, coachable, and eager to learn, with the confidence to ask questions.
- A customer-focused mindset and a passion for keeping the customer first.
- Ability to work and manage through ambiguity; a self-starter.
- Ability to manage daily tasks and prioritize based on customer needs.
Preferred Qualifications: - 1 year of experience in E-Commerce, Order Management, Account Management, Analytics, Customer Service, and/or other operational roles.
- Experience using reporting and analytics tools to identify trends, investigate operational issues, and provide insights.
- Experience cultivating and maintaining relationships both inside and outside the immediate team.
- Prior corporate experience (helpful but not required — training will be provided).
Benefits Dahl Consulting is proud to offer a comprehensive benefits package to eligible employees that will allow you to choose the best coverage to meet your family’s needs. For details, please review the DAHL Benefits Summary:
How to Apply Take the first step on your new career path!
To submit yourself for consideration for this role, simply click the apply button and complete our mobile-friendly online application. Once we’ve reviewed your application details, a recruiter will reach out to you with next steps!
Equal Opportunity Statement As an equal opportunity employer, Dahl Consulting welcomes candidates of all backgrounds and experiences to apply. If this position sounds like the right opportunity for you, we encourage you to take the next step and connect with us. We look forward to meeting you!
Job Tags
Contract work, Immediate start