Operations Specialist - Full Time

Harry Rosen Inc.; Calgary; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay

Team bonuses

Employee discounts

Flexible benefits

Pension plan

RRSP plan

Modern workplace

Career coaching

DEI council

Career growth

Job summary

Harry Rosen Inc. is seeking an Operations Specialist to join our Store team in Calgary. You will support sales, service, POS, and omni-channel fulfillment while upholding our relationship-based selling culture and loss-prevention standards.

The role emphasizes customer service, cash handling, inventory accuracy, and collaboration with Logistics and Leadership. Ideal candidates have at least 2 years in client-facing roles, strong communication, tech-savvy mindset, and a proven ability to train

Qualifications

• Minimum 2 years in a client-facing role at a service desk or retail environment.
• Ability to drive customer loyalty and conversions through staff training.
• Strong communication and understanding of policies and procedures.
• Desire to wow customers and provide exceptional service.
• Interest in technology to support retail customer service.
• Ability to work effectively in a team.
• Multitasking to manage long lines and multiple customers.
• Experience in shipping/receiving, merchandising, order fulfillment and inventory management is preferred.

Responsibilities

• Model exceptional customer service aligned with our relationship-based selling culture to meet clientele and NPS goals.
• Serve as a point of contact for customer issues and escalate appropriately to leadership.
• Process employee purchases and oversee staff package administration and submissions.
• Process transactions accurately and assist customers in-person or by phone.
• Monitor compliance with POS and LP policies and standards.
• Review transaction audits and identify needs for training and improvements.
• Assist with training operations and logistics associates.
• Ensure client information gathering metrics are achieved.
• Oversee service desk maintenance and cleanliness.
• Oversee client lists and e-receipt standards.
• Manage daily cash handling functions (open/close registers, bank deposits).
• Identify, report and troubleshoot common errors/discrepancies.
• Lead loss prevention and safety practices.
• Support logistics order fulfillment and target rate achievement.
• Participate in order picking/fulfillment and ensure deadlines.
• Ensure BOPIS operations are completed.
• Support daily tasks and ad-hoc projects by Operations Leadership.
• Collaborate with Logistics to balance functions.
• Maintain salesfloor awareness to meet client experience expectations.
• Support fulfillment targets, markdown and reticketing initiatives.
• Assist with seasonal inventory preparations and counts.
• Collaborate on audits: POS, Logistics, Packaging, shrink, on-time rate.

Skills

Customer service

Communication

Team training

Tech-savvy

Cash handling

Inventory management

Tools

POS systems

Billing & receipts

Job description

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.

Operations Specialist

Full-Time Permanent

Reporting to: Operations Leader

Harry Rosen, TD CORE

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.
• Afocus 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 inshipping, 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

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 [e-mail] with details.