Dealer and Customer Channel Specialist - E-Commerce Order Management

Dealer and Customer Channel Specialist - E-Commerce Order ManagementJob DescriptionESSENTIAL DUTIES AND RESPONSIBILITIESDealer Fulfillment Programs

Drive and assist in the strategic planning and execution for the digital Ship-to-Store (STS) and In-Store Pick-Up (ISPU) programs. Drive dealer recruitment and onboarding within the Payment and Order Management Systems.

Partner with the Strategy team to stand-up, execute, and monitor the STS pilot program. Assist in transforming the pilot program into a scaled and highly efficient and effective fulfillment channel.

Write, coordinate, and deliver dealer training on the ship-to-store program through various methods such as video, e-mail, and in-dealerships.

Cultivate and maintain relationships with dealers to continually expand and improve upon the program, as well as assist dealer in providing excellent customer service.

Serve as the primary point of contact for dealers for all system, customer, and operational concerns and issues.

Partner with Polaris teams to add and manage the dealer fulfilment program to the overall dealer certification program.

Dropship Program

Drive and assist in the strategic plans and execution for the digital drop ship program. Own drop ship onboarding.

Assist in standing-up the back-end operations of developing a dropship program.

Cultivate and maintain relationships to ensure fulfillment metrics are being met.

Assist drop shippers in improving operations to meet the growing and ever-changing standards of our customers.

Order Support

Develop an understanding of the systemic order flow to perform order triage on orders to ensure they are flowing properly and escalate and track order issues as they arise as needed.

Monitor and analyze STS and dropship orders to ensure they are being executed efficiently, and in a timely manner. Partner with dealers and drop shippers via phone, e-mail and on-site visits to triage issues that arise.

Measure, analyze and report out on key performance metrics (KPI’s) for dealers and drop shippers to the respective fulfillment partners and leadership. Initiate and lead continual discussions with fulfillment partners to hold them accountable for metrics and make continual improvements.

Act as a back-up to the Order Management Specialist to monitor ship-to-home order health

Partner with the 3rd party Order Management System (OMS) support team, and occasionally the Polaris Development team when technical order issues arise. Clearly communicate the issue and impact to teams, so they can assist with issue resolution

Utilize reporting tools to monitor and evaluate large number of orders at a time to identify themes in fulfillment issues. Make recommendations on fixes and resolutions.

Customer Service

Partner with the Customer Service agents to understand how customer touchpoints are impacted by all fulfillment partners actions and decisions.

Act as a liaison between the Order Management Team and the customer service teams that support our business.

Perform all other duties as assigned.

REQUIREMENTS, SKILLS AND KNOWLEDGE

Bachelor's degree in Business or related experience.

2 - 3 years’ experience in E-Commerce order fulfillment, digital product management, account management, customer service and/or operations roles preferred.

Experience working with digital channels, order fulfillment management, and/or E-Commerce websites.

Experience in cultivating and maintaining relationships inside and out of immediate team.

Aptitude in working with E-Commerce-related applications and processes (e.g., management systems, order management, bug tracking, UAT, content) and analytics tools (e.g., Google Analytics).

Demonstrated experience of providing exceptional customer service, and a passion for keeping the customer first.

Ability to evaluate data and make informed recommendations and decisions based on findings, attention to detail.

Ability to work and manage through ambiguity; a self-starter.

Ability to problem to solve.

Willingness to Travel

Excellent oral and written communication skills required.

Excellent PC skills required, including Microsoft Excel, Word and PowerPoint.

Ability to manage multiple projects in a fast-paced, deadline-driven environment.

Solid math, analytical and problem-solving skills.

Req No.14827BRJob CategoryMarketing/Public RelationsLocationUS - Minneapolis, MNStatusFull-TimeEducation Requirements4 year degree or higher preferredYears of Experience Required3 Years ExperienceAbout this locationThis opportunity is located approximately 30 minutes from Minnesota's Twin Cities of Minneapolis and St. Paul. These neighboring cities consistently rank as two of the United States' top cities to live in. Minneapolis's thriving art scene, outdoor culture (even in the winter), affordable prices, and friendly atmosphere make this Midwest metropolis a perfect place to live.About PolarisRecognized as the leader in the powersports industry, Polaris Industries is a fast growing, innovative, global organization. The people here at Polaris don’t just create products — they are part of a lifestyle. It’s the passion & execution of those people and their ideas that inspires the innovation that runs through everything we do.Polaris Industries Inc. (NYSE: PII) is a global powersports leader that has been fueling the passion of riders, workers and outdoor enthusiasts for more than 60 years. With annual 2017 sales of $5.4 billion, Polaris’ innovative, high-quality product line-up includes the RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; the Sportsman® and Polaris ACE® all-terrain off-road vehicles; Indian Motorcycle® midsize and heavyweight motorcycles; Slingshot® moto-roadsters; and Polaris RMK®, INDY®, Switchback® and RUSH® snowmobiles. Polaris enhances the riding experience with parts, garments and accessories, along with a growing aftermarket portfolio, including Transamerican Auto Parts. Polaris’ presence in adjacent markets globally includes military and commercial off-road vehicles, quadricycles, and electric vehicles. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe. Visit www.polaris.com for more information.Polaris prides itself on recognizing and developing top talent to take its people and company to the next level. Competitive salary, generous benefits and a comprehensive relocation plan are just a few components of the total compensation package offered at Polaris. Are you ready to join a company where you will work hard and play hard, and be rewarded for your performance?EEO StatementPolaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.