Job Description

Position Summary:

Checkers & Rally’s is looking for an enthusiastic eCommerce Support Specialist to support the local eCommerce marketing of our company and Franchisee teams. If you are passionate about eCommerce, enjoy providing solutions for team member or guest related issues, and are focused on offering world class service, this could be a great opportunity for you!

In this role you will work directly with our restaurant team members and franchise owners to ensure their marketing programs 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 primary liasion 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. Additionally, the eCommerce Support Specialist will work in partnership with the eCommerce Assistant Manager to manage the eCommerce rollout schedule, ensuring that locations are operationally ready and are launched on-time.

Position Accountabilities:

• 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 and external stakeholders.
• Support Delivery Menu updates and audits and brief submissions.
• Act as the business primary liaison for IT and Ops-related inquiries. Manage relationship with internal/external support providers.
• Project management-monitor and tract 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 and Olo systems experience a plus.
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Performance & Success Measures

• Reduction in total errors/tickets across the entire system.
• Ability to partner with highly cross-functional team to ensure operations efficiencies.
• Meeting internal SLA's 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.
• 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 15% 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 functions.

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