The Operations Associate will support the Operation’s Manager in all daily operational functions and will be responsible for SLA monitoring and management, weekly reporting, inventory control, training and analytics contributing to the overall success of the day-to-day operations of the eCommerce business. The associate is responsible for trouble-shooting, testing for site and operational development projects, and contributing feedback influential to operational policies and processes in fraud, customer service, fulfilment, etc.

Key responsibilities:
Provide ongoing day-to-day operational support to eCommerce Operation’s manager through daily, weekly and monthly reporting, reviews and analytics. Reporting responsibilities include but are not limited to: live chat reports, fraud reports, employee sales and account reports, returns reporting, call center and email reports, and customer feedback reports etc.
Assist as liaison between HUGO BOSS and 3P Customer Service Support Managers providing constructive feedback on 3P services to ensure standard operating procedures are executed and policies are followed
Partner with 3P vendors for continued improvement of systems, processes and relationships to improve efficiencies, effectiveness and overall ROI of the programs
Monitor 3P SLAs on a regular basis to ensure quality standards are being met across vendor relationships
Maintain an ongoing, highly organized service knowledge resource of HUGO BOSS policies, procedures and product details
Promote an omni-channel experience for the end customer through in-store partnership and use of systems technology
Take ownership of escalated client issues; lead problem solving efforts; coordinate with manager when necessary; ensure successful resolution of all client issues. Resolve all customer inquiries for the company directed to the corporate office

Required qualifications:
System Technology
SAP
3PL OMS system and reporting portal
Microsoft Office Suite

The Operations Associate will support the Operation’s Manager in all daily operational functions and will be responsible for SLA monitoring and management, weekly reporting, inventory control, training and analytics contributing to the overall success of the day-to-day operations of the eCommerce business. The associate is responsible for trouble-shooting, testing for site and operational development projects, and contributing feedback influential to operational policies and processes in fraud, customer service, fulfilment, etc.

Key responsibilities:
Provide ongoing day-to-day operational support to eCommerce Operation’s manager through daily, weekly and monthly reporting, reviews and analytics. Reporting responsibilities include but are not limited to: live chat reports, fraud reports, employee sales and account reports, returns reporting, call center and email reports, and customer feedback reports etc.
Assist as liaison between HUGO BOSS and 3P Customer Service Support Managers providing constructive feedback on 3P services to ensure standard operating procedures are executed and policies are followed
Partner with 3P vendors for continued improvement of systems, processes and relationships to improve efficiencies, effectiveness and overall ROI of the programs
Monitor 3P SLAs on a regular basis to ensure quality standards are being met across vendor relationships
Maintain an ongoing, highly organized service knowledge resource of HUGO BOSS policies, procedures and product details
Promote an omni-channel experience for the end customer through in-store partnership and use of systems technology
Take ownership of escalated client issues; lead problem solving efforts; coordinate with manager when necessary; ensure successful resolution of all client issues. Resolve all customer inquiries for the company directed to the corporate office

Required qualifications:
System Technology
SAP
3PL OMS system and reporting portal
Microsoft Office Suite