Rexel USA eCommerce Business Analyst - Adoption in Dallas, Texas

eCommerce Business Analyst - Adoption

Requisition Number:

5717

Company:

Rexel Holdings USA

Area of Interest:

IT

Position Type:

Full Time - Regular

City:

Dallas

State:

Texas

Work Hours:

If no specific work hours enter TBD

40

Requirements & Qualifications:

Requirements:

  • Familiarity with electrical distribution in a sales or operational role is preferred.

  • Familiarity with Rexel USA’s use of the Eclipse system to enter, manage, service, and fulfill customer orders and requests is preferred.

  • Work with division sales, customers, IT, marketing, pricing & eCommerce teams, as well as suppliers, to identify product and webshop content and service requirements.

  • eCommerce Support: Act as point of contact for division support teams with respect to eCommerce tool support. Activities include:

  • Reinforce the use of request tracking tools, in order to track the quantity and type of customer requests being reported.

  • Partner with IT, marketing, eCommerce, others to close tickets and resolve customers' requests.

  • Monitor time to close all requests being reported by customers, through email, chat, or phone.

  • On boarding new customers, customer users. Train them as needed.

  • Work with customers on tips/tricks to more effectively use our eService tools.

  • Define support processes for the guest online ordering process - ensure pricing, fulfillment is met for these new customers.

  • Perform training as needed for sales and field support teams across the nation.

  • Reporting, Metrics & Analytics:

  • Measure and improve the time it takes to close eCommerce tickets.

  • Measure total eCommerce revenues for regular reporting requirements.

  • Measure eCommerce adoption.

  • Measure eCommerce analytics.

Qualifications:

  • A BA/BS in business, marketing, operations, computer science or information technology or related field experience required.

  • Travel - 4-6 trips / year.

  • Experience - 3+ years’ experience with sales, operations, sourcing.

  • Expertise - analyze and summarize data, using tools like data warehouse and Excel.

  • Industry - desired someone with electrical distribution industry experience.

  • Team player - ability to work effectively in cross functional global "virtual" teams.

  • Learning - ability to learn new systems and applications quickly.

  • Persistence - overcome obstacles, solving complex problems.

  • Proactive - strong organization, task management, and communication skills.

  • Detail orientation - willingness to dig in to do both strategic and tactical items.

  • Discipline - self-directed and follow up skills.

  • Influence - ability to quickly gain respect to drive change across division / region.

  • Positive attitude - needs to energize others to adopt new processes.

  • Open mind - willingness to change, adapt and accept different ways of doing things.

  • Conflict management -negotiate different alternatives to reach best solution for Rexel U.S.A.

Job Description:

We are looking to hire an eCommerce Business Analyst to join our US eCommerce team. We are looking for someone who is passionate about ecommerce, customer service, support, and training; is detail oriented and enjoys reporting and analytics; takes initiative; and works effectively with others in various roles. We are looking for a team player who has the desire, skills, and drive to help us design and deliver exceptional consumer experiences online. We are looking for someone that can help us identify the gaps in our customers’ online experience, work with us to help us bridge those gaps, and help us drive growth.

Summary of Key Responsibilities:

  • Create and run reports, metrics, analytics, and work with the right groups to improve key performance indicators for Rexel eCommerce and webshops.

  • Gain a deep understanding of customers’ online and offline experience, identify and document experience gaps, and generate new ideas that grow market share, improve customer experience, and drive growth.

  • Provide eCommerce and webshop support, assistance, and training, both internally and externally. This may include creation of SOPs, documents, training materials, and video tutorials.

  • Manage eCommerce and webshop customer reviews, FAQ’s, and coordinate with customer service and operations team.

  • Assist with monitoring online and mobile shopping trends, and maintain knowledge of competition and opportunities.

  • Assist with continually gauging eCommerce and webshop usability and content effectiveness of Rexel webshops by gathering and analyzing data to make recommendations based on those results.

  • Set up and monitor a national eCommerce and webshop customer support process for Rexel USA, including processes to answer requests by chat, email, phone around web shop, EDI, punch-out catalog integration, and customer catalogs.Report to Director of Digital Adoption.

Requirements:

  • Familiarity with electrical distribution in a sales or operational role is preferred.

  • Familiarity with Rexel USA’s use of the Eclipse system to enter, manage, service, and fulfill customer orders and requests is preferred.

  • Work with division sales, customers, IT, marketing, pricing & eCommerce teams, as well as suppliers, to identify product and webshop content and service requirements.

  • eCommerce Support: Act as point of contact for division support teams with respect to eCommerce tool support. Activities include:

  • Reinforce the use of request tracking tools, in order to track the quantity and type of customer requests being reported.

  • Partner with IT, marketing, eCommerce, others to close tickets and resolve customers' requests.

  • Monitor time to close all requests being reported by customers, through email, chat, or phone.

  • On boarding new customers, customer users. Train them as needed.

  • Work with customers on tips/tricks to more effectively use our eService tools.

  • Define support processes for the guest online ordering process - ensure pricing, fulfillment is met for these new customers.

  • Perform training as needed for sales and field support teams across the nation.

  • Reporting, Metrics & Analytics:

  • Measure and improve the time it takes to close eCommerce tickets.

  • Measure total eCommerce revenues for regular reporting requirements.

  • Measure eCommerce adoption.

  • Measure eCommerce analytics.

Qualifications:

  • A BA/BS in business, marketing, operations, computer science or information technology or related field experience required.

  • Travel - 4-6 trips / year.

  • Experience - 3+ years’ experience with sales, operations, sourcing.

  • Expertise - analyze and summarize data, using tools like data warehouse and Excel.

  • Industry - desired someone with electrical distribution industry experience.

  • Team player - ability to work effectively in cross functional global "virtual" teams.

  • Learning - ability to learn new systems and applications quickly.

  • Persistence - overcome obstacles, solving complex problems.

  • Proactive - strong organization, task management, and communication skills.

  • Detail orientation - willingness to dig in to do both strategic and tactical items.

  • Discipline - self-directed and follow up skills.

  • Influence - ability to quickly gain respect to drive change across division / region.

  • Positive attitude - needs to energize others to adopt new processes.

  • Open mind - willingness to change, adapt and accept different ways of doing things.

  • Conflict management -negotiate different alternatives to reach best solution for Rexel U.S.A.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job

Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO/Disabled/Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.