Position Summary:      
Work from home evenings and weekends, be part of a dynamic digital marketing and e-commerce team for a major fast food brand by helping to maintain e-commerce continuity and customer satisfaction.  Flexible hours, great pay, and a friendly remote work environment.                                                                                                                                                     

Checkers & Rally’s is looking for an enthusiastic eCommerce Support Specialist to support the local eCommerce marketing of our company and Franchisee teams. The eComm Platform is a significant revenue driver for the brand and this presents many opportunities for development within and beyond the eComm team.

In this role you will work directly with our company operations managers and franchise owners to ensure their third and first party delivery platforms are up and running and that they are satisfied with both the program and the service level that the eCommerce team is providing. You will be the primary liaison for IT related inquiries and responsible for managing the relationship with internal and external support providers. You will work hard to ensure that issues are addressed in a timely manner while aiding in implementing long term solutions in a fast-paced environment.

The eCommerce Support Specialist will have a direct impact on business growth and eCommerce customer retention by helping to maintain eCommerce operational stability. The ideal candidate for this role has a passionate and empathetic personality with a knack for problem solving. They are comfortable working in a fast-paced environment and have excellent organizational and communication skills that will allow them to work multiple open tickets and drive each issue to resolution. Additionally, the eCommerce Support Specialist will work in partnership with the Sr. Manager, eComm to manage the eCommerce rollout schedule, ensuring that new locations are operationally ready and are launched on-time.

Position Accountabilities:                            

• Key contact for Delivery Help Desk on nights and weekends. Act as the business primary liaison for I.T. and Ops related inquiries. Manage relationship with internal/external support providers.
• Ensure operational readiness of all restaurant locations launching on the eCommerce platform (Contract coordination, Checklist readiness, etc.)
• Provide operational support as part of the eCommerce team towards internal external and stakeholders
• Support Delivery Menu updates and audits and brief submissions
• Project management - monitor and track open IT/Operations related issues and establish patterns for optimizing system performance
• Create knowledge and process documents for standard support issues
• Drive continuous improvement on operational processes and procedures to ensure ongoing standardization and simplification
• QSR, Olo systems and third party delivery platform experience a plus.

Performance & Success Measures

• Reduction in total errors/tickets across the entire system
• Minimal time to resolution on open tickets related to eComm platform
• Ability to partner with highly cross functional team to ensure operational efficiencies
• Meeting internal SLAs for response and resolutions for company and franchise locations

EMPLOYMENT STANDARDS

Education

• Bachelor's’ degree is required.

Experience

• 2-3 years of experience in guest relations or support in an eComm or Help Desk environment
• Strong presentation and communication skills, both verbal and written
• Flexible, organized, and able to manage multiple projects simultaneously
• Attention to detail and accuracy
• Strong project management skills
• Restaurant experience is a plus
• Willingness to take initiative, pivot tasks based on the evolving needs of the team and quickly make informed decisions
• Ability to adapt in a fast-paced environment, continuously re-assess priorities, think creatively and critically, and suggest ideas for continuous improvement

Essential Physical Requirements

• Ability to travel up to 10% of the time
• Ability to read, analyze and interpret written information such as procedure manuals, Company communications or governmental regulations.
• Ability to Travel may be required to attend off-site training, meetings and seminars.
• Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

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REQ# 8169
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