The Retailer Support Analyst provides operational support to CommerceHub’s strategic partners. The Retailer Support Analyst will assist with coordinating support, retailer/brand integration, client enhancement, partners’ ability to increase performance related to sales, and/or change requests for CommerceHub’s Drop Ship and Content applications.  This role will work closely with internal teams to ensure CommerceHub meets our strategic partner’s expectations.

Specific Duties:

The Retailer Support Analyst is responsible for the following:

  • Build and maintain business-to-business relationship with all levels of partner teams, representing CommerceHub Operations team in a consistent, professional, results- driven manner.
  • Serving as the primary operational point of contact for strategic accounts:
    • Provide guidance and consultative services to retailer/brand operational management teams on overall drop ship performance and channel support.
    • Have working knowledge of retailer/brand operational goals in order to assist retailer/brand with systems and related processes that CommerceHub supports.
    • Lead periodic operational review calls with the partner’s primary operational teams; Suggest improvements when appropriate.
    • Document initial requirements and business intent for all enhancement and report requests for assigned accounts.
    • In coordination with other client facing teams, identify services and products that would benefit the customer and increase their utilization of drop ship or channels.
    • Consult with and provide input for client business reviews for achievement of objectives and improvement opportunities.
    • Acting as Subject Matter Expert (SME) for all aspects of the retailer/brand’s CommerceHub relationship (including retailer/brand processes, message schedules, business rules and processes, and data translations and validations).
    • Serve as backup for assigned retailers’/brands' Client Executives.
    • Managing full lifecycle of issue / resolution process, working closely with both internal and external stakeholders to drive closure, and ensuring timely resolution of production support issues.
    • Tracking and monitoring client-facing issues using ticketing software; identify and alert management to trends based on client feedback.
    • Working to support new retailer integration projects, as well as enhancement projects for existing retailers, to ensure operational readiness and alignment with retailers’ business goals.
    • Supporting work to facilitate Brands' increased performance on connected channels.
    • Supporting efforts to help partners improve conversion of sales, shipping times, and limit cancelled orders.
    • Providing partner feedback as it relates to new or enhanced capabilities or processes.
    • Serving as a Client Services (CS) resource and product expert for assigned retailer/brand partners and point of escalation. 
      • Providing account overview reviews to the team for new partners as well as enhancement projects.
      • Preparing internal documentation, including, but not limited to: training, internal knowledge base, procedures, integration, and enhancement summaries.
      • Maintain working knowledge of applicable rules regarding product listings on applicable channels.
      • Attending onsite visits with strategic partners on an as-needed basis, including one onsite visit for new strategic partners to provide training and an operational support overview, and annual operational performance and support meetings where needed.
      • Supporting after-hours partner production issues.
      • Performing other duties as needed.

Requirements:

Successful candidates for the position must meet the following requirements:

  • Bachelor’s degree in a technical or related discipline is preferred.
  • 5 years of account management, project management, or client implementation lead experience.
  • Exceptional interpersonal skills and the ability to effectively communicate with all team roles (e.g., sales staff, technical engineers, resource managers, etc.) and career levels (e.g., executives, peers, junior-level staff, etc.).
  • Excellent communication (written and verbal) and presentation skills.
  • Ability to organize work, prioritize tasks, and manage multiple & changing priorities.
  • Ability to write in clear, concise, organized manner with appropriate level of detail.
  • Experience with Windows computing environment, Microsoft Office, ticketing and CRM (Customer Relationship Management) systems.
  • Demonstrated attention to detail and commitment to high quality work, with a strong focus on internal/external customer satisfaction.
  • Must demonstrate a highly collaborative approach to problem-solving in a fast-paced environment and be able to project energy, self-confidence, enthusiasm and a team player attitude.
  • Maintain composure in critical situations and communicates well with both internal and external clients, including being open-minded to varying opinions about a solution.
  • Ability to interact across all levels of the organization and build strong partnerships.
  • Experience working in a highly dynamic atmosphere, capable of multi-tasking, and able to work within challenging time frames.

 Additionally, knowledge of and/or experience with the following is preferred:

  • Retail industry and/or supply chain experience
  • Marketplace sales experience
  • Salesforce experience
  • Proficient with SQL and demonstrated ability to compare data from multiple sources
  • Understanding of data structures, file formatting (EDI, XML, Flat File, HTML, XSD, XSLT), and communication protocols (AS2, FTP, HTTP)
  • Experience in documenting user requirements
  • Proficient in user acceptance test plan development

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