Omni Channel Support Supervisor

Omni Channel Support Supervisor

Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas. We celebrate new innovations, congratulate one another's achievements, and most importantly support each other.

At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves "Partners." With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community.

Our vision is to offer everyone a piece of the American spirit one handshake at a time.

The Omni Channel Support Supervisor is responsible for monitoring the daily transactions of omni channel orders, including but not limited to buy online pick up in store, buy online ship to store, Roadie, and ship from store. This position supports the stores and communicates with customer service, and our website developers regularly to follow up on pending orders and offer additional training or support needed on omni channel initiatives. Additionally, the Omni Channel Support Supervisor supervises the regular administrative duties of the Omni Channel Support Admin.

Essential Duties and Responsibilities

• Partner with Store Operations to ensure Boot Barn stores are in compliance with omni channel processes and procedures.
• Communicate daily with stores and District Managers to resolve discrepancies with online orders as they arise.
• Troubleshoot past due orders to ensure stores are meeting Boot Barn's customer service expectations and communicating order picking status to customers.
• Research cancelled orders and partner with stores to resolve order picking issues.
• Function as the point of contact for the store team and respond to questions on omni channel processes and procedures.
• Manage the store support hotline ensuring quality service.
• Analyze complex business problems and identify business and user requirements.
• Memorialize user cases, user requirements and create process flow diagrams.
• Create functional specifications and work with the development team throughout the development processes.
• Document bugs and assist in resolution.
• Manage the Omni Channel Support team.
• Supervise all administrative duties.
• Daily coaching & partner development.
• Write annual partner reviews.
• Demonstrates high level of quality work, attendance and appearance.
• Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management.
• Adhere to all local, federal and state laws in addition to Company policies, procedures, and practices.
• Performs any other duties that may be assigned by management.