Operations Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Operations Specialist

Full-Time Permanent

Reporting to:  Operations Leader

Harry Rosen, Rideau Centre

Your Style, Your Career

Harry Rosen is a proudly Canadian born and raised retailer of fine quality menswear with store locations across the nation.  We have been specializing in luxury menswear for over 70 years and have been officially recognized as one of Canada’s Best Managed Companies. We are committed to developing retail professionals who love retail and have the passion and ability to inspire exceptional service.

We are looking for an Operations Specialist to join our Store team. In this role you’ll be responsible for: 

Sales Support and Customer Service

• Model exceptional customer service standards that demonstrate alignment with our relationship-based selling culture, towards the achievement of clientele and NPS goals (obtain and log client info, well versed in Club Harry, etc.).
• Serve as a point of contact for customer issues, ensuring professional resolutions and escalating appropriately to leadership.
• Process employee purchases and oversee staff package administration and submissions.

POS and Cash Services

• Process all types of transactions accurately and assist with customer inquiries, both in-person and over the phone.
• Monitor and ensure compliance with all POS and LP Policies and Standards.
• Review Transaction audit results, identifying needs for both training and improvements.
• Assist with training of all operations and logistics associates.
• Ensure that client information gathering % metrics are consistently achieved.
• Oversee Service desk maintenance and cleanliness.
• Oversee Client lists and e-receipt standards.
• Manage daily cash handling functions (open/close registers, prepare sales envelopes and bank deposits).
• Identify, report and troubleshoot common errors/discrepancies.
• Execute and lead by example on loss prevention and health & safety best practices.

OMNI Services & Order Fulfillment

• Support logistics team on filling order queue ensure fulfillment rate targets are achieved and cancellation rates are reduced.
• Participate with order picking/fulfillment, ensuring all orders meet packaging standards and are delivered by established deadlines.
• Ensure BOPIS operations are completed as required.
   

Logistics & Flex Support

• Support with daily tasks and ad-hoc projects assigned by Operations Leadership
• Collaborate closely with the Logistics team, flexing seamlessly between logistics and operations functions, as needed.
• Maintain constant awareness of the salesfloor, ensuring client experience expectations are met by providing targeted support where and when required.
• Support logistics standards, including ensuring fulfilment targets are met, markdown & reticketing initiatives are completed accurately, and product to floor timelines and standards are achieved.
• Assist with preparations for seasonal inventory and participate in seasonal inventory counts.
• Collaborate to achieve successful scores with POS accuracy audit, Logistics Audit, Packaging standards audit, shrink % rates, on time rate, order fulfilment rate, cancellations rate etc.

Successful candidates will require: 

• A minimum of 2 years of experience working in a client-facing role at the service desk, providing exceptional customer service.
• A focus on driving long-term customer loyalty and conversion by training team on elevating both the in-store and online customer experience
• Strong communication skills and a keen understanding of policies and procedures, individually and through one’s team
• A strong service orientation – a demonstrated desire to wow our customers! 
• Demonstrated interest in technology and how to use tech innovations to support the retail Customer Service function 
• The ability to work effectively as part of a team 
• Strong multi-tasking skills and the ability to calmly and efficiently manage, acknowledge and assist a long line of customers waiting for service
• Experience in shipping, receiving, merchandising, order fulfillment and inventory management in a retail environment is preferred

What are the perks of the job? 

• Competitive pay program
• Opportunities to additionally earn monthly and annual Team bonuses 
• Best in industry discounts and special purchase opportunities 
• A comprehensive flexible benefits package 
• Pension and Group RRSP Programs that grow with you  
• A modern, digitally advanced workplace 
• A coach committed to supporting the achievement of your personal career goals 
• A culture that is rich and diverse fostered through an internal Diversity Equity and Inclusion Council 
• An employer that values internal growth and promotion and is committed to succession planning for your future  

*Compensation: $20-21/hr + bonus

We thank you for your interest in this opportunity.

Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at [email protected] with details.