Specialist, eCommerce Operations

• English
• Français (CA)

Please note that:

Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.

We require all our head office associates to be proficient in French, spoken and written.

At RONA, over 22,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 425 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA, Réno-Dépôt, and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you’re looking to do what you love, we could be a perfect match

Our expectations

The Specialist, e-Commerce Operations supports the store fulfillment and digital operations. The role focuses on ensuring on-time fulfillment, reducing cancellations and resolving fulfillment related issues to support a delightful customer experience. The ideal candidate will support digital operational enhancements and projects to provide a positive impact to our online business and support to our employees and helping our customers with their shopping experience. The incumbent will work cross-functionally with stores associates, store operations, product development teams, digital marketing, merchandising, contact centre, and other business partners to facilitate the effective fulfillment of eCommerce orders received via rona.ca, and renodepot.com.

Your role

• Become a system expert for Rona and RenoDepot banners knowing inside and out how the order fulfillment systems function and all the logic and processes that happen “behind the scenes”. Be a crucial resource to be able to document and describe the functionalities when needed for training, bug issues and general questions.
• Support any new operational projects/technologies including analysis of current processes, brainstorm different strategies with risk/benefit analysis, assist developers in QA testing ensuring a holistic viewpoint of all connecting units is being considered and create detailed training packages and communications for roll out of the new functionality to impacted associates.
• Analyze the online orders and customer metrics, look for trends and suggest ways to improve the fulfilment and customer service experience. Then follow up with the relevant teams to propose and execute recommended changes.
• Identify process gaps and inefficiencies (by proactively soliciting and analyzing feedback from associates and via customer surveys) on our website, fulfillment systems, processes and tools. Research and then document the desired result and work to bring about positive change.
• Provide guidance and troubleshooting to store fulfilment teams that are having difficulties fulfilling or returning orders. Facilitate the resolution to ensure fulfillment targets are being maintained to the highest degree possible.
• Manage the internal system’s store details to correctly display online all required store info working with store operations, SEO and marketing teams.
• Oversee changes to the stores’ online order fulfillment methods, operating hours and curbside pickup scheduler hours and action as required.
• Manage and triage all questions and issues via a shared mailbox from cross-functional partners (this can be anything from basic order processing questions to major functional issues)
• Monitor and report on key performance indicators (KPIs) including on time SLAs and cancellation rates, creating and distributing reporting as required.
• Travel to some store locations will be required for associate training, system testing, process analysis and business meetings/presentations.
• Any additional projects or tasks as required in this very nimble and ever evolving role.

The qualifications we are looking for

• Previous experience with e-Commerce, Finance and/or Fulfilment
• Excellent communication and interpersonal skills with ability to work independently in a virtual environment
• Ability to manage multiple tasks at the same time and meet tight deadlines
• Strong computer savvy with extensive knowledge of Microsoft Office products
• Good knowledge of retail store environments.
• Functional/work experience with Order Management Systems.

• Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.
• We require all our head office associates to be proficient in French, spoken and written.

By joining the RONA family, you’ll enjoy many benefits, such as:

• A fitness centre, sports activities, and showers
• A childcare centre that can accommodate up to 78 children
• A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
• Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
• Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
• Electric car charging stations
• Career growth opportunities within the company
• An inclusive and safe working environment
• Promotion of work-life balance
• An employer that’s involved in the community
• And much more!

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.