Omnichannel Operations Coordinator - E-Commerce

Roots Corp.; Toronto; On-site; CAD 55,000 - 75,000; Full time

Job summary

Roots Corp. is seeking an Omnichannel Operations Coordinator to support day-to-day omnichannel operations by coordinating activities across digital and retail channels, maintaining processes, and monitoring performance to ensure a seamless customer experience.

The ideal candidate is highly organized, collaborative, and proficient at generating reports, managing order flow with 3PL partners, and resolving issues quickly in a fast-paced retail environment.

Qualifications

• Bachelor's Degree or Diploma in business, marketing, or a related field.
• 1-3+ years in omni-channel retail, e-commerce operations, or retail systems support.
• Strong understanding of omnichannel strategies, e-commerce, and retail operations.

Responsibilities

• Generate and distribute daily, weekly, and monthly business reports, including daily sales and fulfillment SLAs.
• Monitor business results, identify trends, and share observations to support planning.
• Coordinate day-to-day omnichannel order management activities with 3PL partners for timely fulfillment.
• Troubleshoot order flow and resolve cancellations, rerouting, and on-hold orders.
• Facilitate ticketing and triage via TopDesk, Jira, or related systems.
• Support promotions setups and testing in OMS (NewStore) before launch.
• Maintain carrier relationships and manage carrier accounts and configurations.

Skills

Omnichannel retail

Analytical thinking

Excel/Sheets

Reporting

Communication

Problem solving

Time management

Education

Bachelor's Degree in Business/Marketing or related field

Tools

TopDesk

Jira

NewStore

Job description

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,identifytrends, 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

• Executeorder flow and troubleshoot order-related issues, including cancellations, re-routing,andon-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.
• Facilitateend-to-end Ticketing throughTopDesk, including triage, escalation, and closure.
• Assist with NS (OMS) promotion setups for endless aisle, configuration, and testing beforelaunchas 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 throughTopDesk.
• Maintainrelationships and communication with carrier representatives and set up new carrier accounts and maintain carrier-related configurations.

Payments & Fraud Prevention

• Executethe end-to-end process for gift card management, including issuance, redemption, troubleshooting, and reporting.
• Facilitatethe full lifecycle of chargebacks, including investigation, documentation, andtimelyresolution.
• Facilitatethe administration of payment platforms by monitoring alerts, escalating issues, and maintaining system documentation.
• Maintainthe integration and daily oversight of payment platforms & e-wallets such as Adyen, Shop Pay, and PayPal; ensuretransactions are processed efficiently and accurately.
• Generate regular payments reports and escape trends or anomalies toappropriate stakeholdersfor reviewincluding 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 vendorstooptimizefraud 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 withproficiencyin Excel/Sheets and experience producing business reports.
• Familiarity with order management systems (OMS) and fulfillment processes; experience withNewStorea strong plus.
• Experience with ticketing tools likeTopDeskor 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.