Operations Account Specialist Jobs

Operations Account Specialist

LogX Group (Crossing Borders Management Solutions Inc.) is looking for an Operations Account Specialist to join its team!

This is a full-time 12 month contract with the potential of becoming a full-time permanent role.

About LogX Group

LogX Group brings global local by connecting products, platforms, and people across the world.

In 2022, LogX Group supported over 500 businesses, processed over 2 million packages, and facilitated over $200 million in e-commerce sales between Canada and the USA. Collectively, our companies make us the largest 3rd party retailer on Canadian marketplaces such as Amazon.

LogX Group leverages deep domain expertise and a commitment to service to offer integrated logistics support and supply chain expertise, a global e-commerce platform, and innovative technology solutions. Learn more LogX Group at logxgroup.ca

About Crossing Borders Management Solutions Inc. (CBMS Inc.)

CBMS is an integrated ecommerce solution combining infrastructure, logistics, and fulfillment into a single powerful package, helping you reach your customers faster.

CBMS multiple parts of the operations of large third-party seller operations on Amazon Canada and other Canadian and international marketplaces. We also work with other large marketplaces to bring incredible selections and variety to Canadian consumers.

About the Opportunity

We are looking for self-motivated team members who are creative, business minded, have attention to detail and an entrepreneurial spirit. We are looking for individuals who can strengthen the supplier and customer relationship to create an exceptional customer journey. There will also be a focus on maintaining account health and activity, mitigating any potential risks and ensuring successful scaling of newer and emerging accounts.

Roles and Responsibilities include but not limited to:

• Become a Champion for account health and activity
• Ensure all accounts are in compliance with Amazon policies
• Work collaboratively with the different teams to improve the customer experience
• Be proactive in identifying potential delay or negative experiences during the customer journey
• Particular focus on smaller, emerging accounts, at risk accounts, etc.
• Maintain, strengthen and grow client/supplier relationships through management of accounts
• Use best practices and judgement to identify and manage customer issues and expectations
• Act as a the Voice of the Customer (VOC) ensuring a smooth customer experience
• Be the first line of defense for any customer issues and/or concerns
• Address and resolve any account risks swiftly and within designated timeframes
• Collect, organize, create and present updates to internal teams
• Act as the point person for all account health related issues with the assigned accounts
• Proactively identify account risks while also creating and executing mitigation strategies
• Ensuring all operational finances are accurately updated and recorded.

Requirements

General

• Able to work and make decisions independently with minimal supervision
• Sound knowledge of industry best practices for customer support
• Experience in basic customer support via email, phone, etc.
• Ecommerce experience specifically with Amazon’s policies and performance metrics.
• Tactful communicator who can present ideas in a concise and logical way
• Ability to manage and oversee multiple accounts in parallel
• Strong written and verbal communication skills, detailed oriented
• Proficient in working with Amazon Marketplace (specifically Seller Central)
• An analytical mindset able to problems and make decisive decisions

Account Health/Customer Experience

• Ensure complete and on time order fulfilment as best as possible, chargeback, claim minimization and compliance with Amazon operational policies
• Lead in supporting legal team with IP issues pertaining to accounts to resolve
• Track weekly performance metrics and implement strategies to improve sales from both channel and SKU level
• Communication with suppliers to offer best practices, strategic advice, consulting etc.
• Excellent Project management skills
• Act as the point of contact for Clients/Suppliers to ensure that all business needs are met in a timely manner
• Relationship management through effective communication with customers and suppliers regarding Order status, products and logistics.
• Assist with the development of AH/CX dashboard
• Analyze all tickets associated with account and proactively identify any potential risks and action
• Monitor the Order journey in its entirety from inception to delivery, anticipate and identify any possible issues affecting the customer experience and proactively address and resolve.
• Analyze performance metrics for online marketplace and provide insights weekly to manager on overall performance
• Maintain & strengthen supplier relations through management of accounts

Nice to have

• Experience with Quickbase
• Experience with other online retailers or marketplaces (i.e. Walmart, Best Buy, Newegg, Ebay etc.) is beneficial
• Knowledge of Product ranking, Buy Box and other resources related to maximizing Amazon sales

Qualifications

• Ability to effectively communicate both verbally and in writing
• Ability to adapt to new technology
• High school diploma, GED, or equivalent
• Demonstrated time management skills
• Ability to work individually as well as part of a team
• Ability to prioritize and manage conflicting demands
• One to three years of customer service experience

We strive to embody values of respect, collaboration, and diversity and are committed to employment equity. The diversity of our workforce strengthens our success. We seek qualified candidates who share our commitment to equity, diversity and inclusion. We particularly welcome applications from women, persons with disabilities, First Nations, Métis and Inuit peoples, members of racialized communities, and 2SLGBTQ+ persons.