Omnichannel Operations Coordinator - E-Commerce

Roots; Golden Horseshoe; On-site; CAD 42,000 - 66,000; Full time

Job summary

Roots is seeking an Omnichannel Operations Coordinator to support day-to-day omnichannel activities across digital and retail channels. The role focuses on accurate execution of operational tasks, cross-functional collaboration, and delivering a consistent customer experience in a fast-paced retail environment.

The ideal candidate is highly organized, detail-oriented, and thrives in a dynamic setting, with strong problem-solving skills and a customer-first mindset.

Qualifications

• Bachelor’s degree or diploma in business, marketing, or related field.
• 1–3+ years in omni-channel retail or e-commerce operations.
• Strong understanding of omnichannel strategies and retail operations.
• Proficiency in Excel/Sheets and producing business reports.
• Familiarity with OMS and fulfillment; NewStore a strong plus.
• Experience with TopDesk or Jira preferred.
• Ability to interpret data trends and provide recommendations.
• Experience with payment gateways and chargebacks preferred.
• Excellent communication and collaboration skills.
• Strong problem‑solving and analytical abilities.
• Urgency, negotiation, conflict resolution, and people management.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Generate and distribute daily, weekly, and monthly business reports.
• Monitor results, identify trends, and share observations with stakeholders.
• Support forecasting and capacity planning for peak periods, including web shipped sales and carrier forecasts.
• Execute order flow and troubleshoot order-related issues.
• Coordinate omnichannel order management with 3PL partners for efficient fulfillment.
• Triage, escalate, and close tickets through TopDesk.
• Assist with promotions setup for endless aisle and testing before launch.
• Monitor app errors and outages, supporting store teams during issues.
• Maintain relationships with carrier representatives and manage carrier accounts.
• Manage gift card processes, chargebacks, and payment platform oversight.
• Provide e-wallet transaction reporting and reconciliation support.

Skills

Omnichannel retail experience

Analytical skills

Communication

Problem-solving

People management

Time management

Negotiation

Data interpretation

Education

Bachelor’s degree or Diploma in Business/Marketing or related field

Tools

NewStore

TopDesk

Jira

Excel

Job description

Established in 1973, Roots is a proudly Canadian lifestyle brand that celebrates authenticity, quality, and community. Inspired by the great outdoors, we create timeless, sustainable apparel and leather goods designed for comfort and everyday adventure. At Roots, we believe in fostering a culture of inclusivity, creativity, and teamwork - where every team member plays a role in shaping our brand’s legacy. If you bring passion to everything you do, lead with integrity, and believe in the power of collaboration to drive growth, we’d love to have you on our journey!

Nature & Scope Your Role at Roots

As the Omnichannel Operations Coordinator, you will support the day-to-day execution of omnichannel operations by coordinating activities, maintaining operational processes, monitoring performance, and assisting with issue resolution across digital and retail channels. The role is responsible for ensuring operational tasks are completed accurately and efficiently while supporting cross-functional teams in delivering a consistent customer experience.

The ideal candidate is highly organized, detail-oriented, and collaborative, with strong problem-solving skills and a customer-first mindset. They thrive in a fast-paced retail environment, effectively manage competing priorities, and coordinate operational activities while identifying and escalating issues to the appropriate stakeholders for resolution.

Key Responsibilities How You’ll Make An Impact

Reporting & Business Insights

• Generate and distribute daily, weekly, and monthly business reports, including daily sales, weekly store incentives, fulfillment SLAs as well as ad-hoc business reporting
• Monitor business results, identify trends, and share observations with stakeholders to support operational planning.
• Support forecasting and capacity planning for peak business periods including creating forecasts for web shipped sales and carrier forecasts.

Order Management & Fulfillment Support

• Execute order flow and troubleshoot order-related issues, including cancellations, re-routing, and on-hold orders.
• Coordinate day-to-day omnichannel order management activities with third-party logistics (3PL) partners, supporting efficient order fulfillment and timely resolution of operational issues.
• Facilitate end-to-end Ticketing through TopDesk, including triage, escalation, and closure.
• Assist with NS (OMS) promotion setups for endless aisle, configuration, and testing before launch as well as any ticketing and escalations.
• Monitor and troubleshoot app errors, outages, and performance issues and support store teams with any outages and connectivity loss through TopDesk.
• Maintain relationships and communication with carrier representatives and set up new carrier accounts and maintain carrier-related configurations.

Payments & Fraud Prevention

• Execute the end-to-end process for gift card management, including issuance, redemption, troubleshooting, and reporting.
• Facilitate the full lifecycle of chargebacks, including investigation, documentation, and timely resolution.
• Facilitate the administration of payment platforms by monitoring alerts, escalating issues, and maintaining system documentation.
• Maintain the integration and daily oversight of payment platforms & e-wallets such as Adyen, Shop Pay, and PayPal; ensure transactions are processed efficiently and accurately.
• Generate regular payments reports and elevate trends or anomalies to appropriate stakeholders for review including orders failing due to incorrect payment methods or restricted payment type.
• Provide detailed e-wallet transaction reporting (ShopPay, PayPal & Gpay) and support reconciliation with finance teams.
• Collaborate with external vendors to optimize fraud prevention strategies and minimize false positives

Qualifications & Experience The Skills You Bring

• Bachelor's Degree or Diploma, preferably in Business, Marketing, or a related field.
• 1-3+ years of experience in omni-channel retail, e-commerce operations, or retail systems support (or related field).
• Strong understanding of omnichannel strategies, e-commerce, and retail operations.
• Strong analytical skills with proficiency in Excel/Sheets and experience producing business reports.
• Familiarity with order management systems (OMS) and fulfillment processes; experience with NewStore a strong plus.
• Experience with ticketing tools like TopDesk or Jira preferred.
• Ability to interpret data trends and provide recommendations
• Experience with payment gateways and payment providers including processing chargebacks preferred.
• Excellent communication and collaboration skills.
• Strong problem-solving and analytical abilities.
• A well-defined sense of urgency negotiation, conflict resolution, and people management skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

At Roots we appreciate that skills and expertise are cultivated through a range of experiences. We are committed to reflecting Canada's diverse landscape in our products, team, and workplace culture. We value your unique perspective and encourage you to apply, even if you don't meet every listed requirement. Accommodations are available for applicants throughout the recruitment process.

Please note: Roots uses technology-assisted tools, including artificial intelligence (AI), to support parts of the recruitment process. These tools may be used to help review applications, assess qualifications, and support interview documentation. All hiring decisions are reviewed and made by our Talent team and key leaders involved in the recruitment process.

The posted salary range is intended to reflect the competitive market value of this role and is provided to support transparency in our hiring process. Final compensation will be determined based on a variety of factors, including but not limited to internal equity, relevant skills, demonstrated knowledge, experience, and overall fit for the position.