Consultant, Ship to Home Operations - Canadian Tire Corporation - Jobs in Toronto, ON

Job Description

Help us boldly shape retail in CanadaCanadian Tire Corporation’s (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922. Our vision is to become the #1 retail brand in Canada and we are focused on innovating and making important investments in our business, especially when it comes to our people. To reach our goal, we need the best talent to help us evolve and drive change across the business – and boldly help shape Canada’s retail industry. As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.As part of the Ship to Home Operations team, the Consultant, is accountable for supporting the day-to-day Ship to Home Order flow and store fulfillment processes. The primary role includes being the subject matter expert on eCommerce systems and processes to provide insights and make recommendations on improvements that will lead to better operations as a team and for stores, customer satisfaction, and keeping our Ship to Home Program competitive in the Canadian retail marketplace.The Consultant will develop sustainable practices and processes to deliver a best-in-class customer experience. The ability to proactively identify opportunities and to communicate cross functionally will be key to this role. You will ensure the tools for both Stores and Support teams are clear and actionable. In partnership with Product Owners, IT teams, and Transportation, you will support incident management and create solutions for identified opportunities, prioritizing based on the largest impact on the customer and business. This will also include accountabilities with testing and the successful delivery of new systems, tools, and change management to support Ship to Home.What you will do

• Provide third level support for Stores related to eCommerce system and Operational Ship to Home Order issues – engaging cross functional teams as required to resolve (e.g., Product Owners, IT, Store Operations, Transportation)
• Manage a group shared inbox (Home Delivery) and respond to emailed issues, questions, feedback, and support asks
• Gain an in-depth understanding of Ship to Home and Store Execution processes to assist in order investigation and analysis
• Identify cross-functional operational issues and assist in resolutions, providing quick workarounds for RSSD and Stores as required
• Partner with Store Communication team to ensure timely and clear updates are provided to Stores during incident end-to-end process from triage to resolution
• Conduct ad-hoc analysis to provide insights and recommendations with a focus on driving results, improvements, and sustainable operations
• Participate in discovery, design, and delivery of new Ship to Home enhancements as required
• Monitor key performance indicators for Ship to Home to identify opportunities to drive improved customer experience, increase sales, and balance the shipping costs
• Identify system or process improvements for fulfilling Ship to Home Orders and assist in building out requirements as required
• Support/participate in testing activities to validate both process and technical deliverables
• Rotating after hours support (remote) for emergency issues or overnight deployments

What you bring

• Post-Secondary education in Business and or a related field
• 1-2 years Digital, Customer Service, Analytics, and/or Last Mile Delivery experience
• Strong analytical skills, action oriented, highly motivated and results focused
• Strong customer service orientation
• Proactive in taking the initiative and the lead for identifying and resolving issues
• Very strong communication skills both verbal and written to effectively deliver insights and interact with stores, IT and other cross functional teams
• Ability to juggle multiple priorities simultaneously
• Ability to prioritize realistic action plans, while taking into consideration time constraints and resource availability

Canadian Tire and its family of companies are boldly shaping retail in Canada and we continue to deliver a positive experience for our customers. As one of the most trusted brands in Canada, our employees take pride in the work we do across the country. It’s more than the iconic triangle that keeps our employees around. From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart – these are some of the many reasons why Canadian Tire Corporation is one of Canada’s Best Managed Companies.To learn more about this team and the Canadian Tire family of companies follow us on LinkedIn.Canadian Tire is an equal opportunity employer. We are committed to a diverse and inclusive workplace for all. We recognize that our future success depends on the perspectives and contributions of all our employees - their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.Quick Apply

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