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E-Commerce Service Specialist

Position Reports To: Director, New Business Development & Operations
Positions Reporting To: None
Most Recent Revision: 8/4/2014

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Position Accountabilities

  • Assures the effective management and maintenance of MBT USA’s E-Commerce site
  • Assures management of social media tools and direct-to-consumer communications
  • Assures effective and efficient customer support from order placement to delivery to ensure a positive customer experience for all E-Commerce business – handling customer communications, having MBT product knowledge, and understanding protocol to handle customer inquiries for all Ecommerce customers
  • Assures partnership with E-Commerce Team to oversee warehouse management operations

Profile Accountabilities

  • Developing disciplined processes for meeting objectives
  • Proactively developing internal business relationships
  • Demonstrating creativity by breaking norms and generating ideas
  • Replicating successful endeavors and practices
  • Assures a collaborative environment that fosters and values partnerships, diversity, and trust by:
  • Demonstrating a passion for meeting customer needs and exceeding customer expectations
  • Exhibiting selflessness by helping others become more successful in their roles
  • Sharing resources to improve business results
  • Actively seeking the ideas of others and valuing differing perspectives
  • Building trust by communicating honestly, directly, and candidly

Position Essential Functions

  • Manages all aspects of E-Commerce website
  • Manages all aspects of social media tools (i.e., setting up and maintaining Facebook account)
  • Prepares direct-to-consumer communications to engage customers’ interest
  • Assists with search engine optimization (SEO) alternatives and opportunities
  • Article selection for publications on E-Commerce website – understanding the vision and direction of the organization and communicating that vision through publication on website
  • Integrates PR initiatives with social media marketing
  • Sources and manages content development and publishing for social networking functions
  • Maintains E-Commerce website and tracks customer orders
  • Monitors and manages inventory for E-Commerce business and makes fulfillment/product assortment suggestions
  • Handles customer inquiries and processing of credit card payments for all E-Commerce transactions
  • Processes E-Commerce customer returns
  • Answers the 1-800 customer service line and handles customer inquiries accordingly
  • Helps to support the Sales Team, including calling previous customers to re-engage them
  • Assures all new customer paperwork is collected and filed properly
  • Assists with customer set up and maintenance
  • Communicate with customers once accounts are set up, order is processed, and order is shipped
  • Partners with the Senior Service Specialist to generate reports and assist with invoicing
  • Coordinates seasonal samples
  • Assists Director, New Business Development & Operations with projects as requested

Work Environment

  • Typical Work Hours: Part-Time (<30 hours)
  • Physical Environment: Open Work Station
  • Location: Kirkwood, MO Office
  • Travel Frequency: None

Position Specifications

Educational Preference:
Bachelor’s degree or equivalent combination of education and experience.

Job Experience & Key Competencies:
  • Minimum of 2 years Customer Service experience with a proven track record of working directly with customers
  • Minimum of 1 year of interactive marketing/social media-related experience, and/or e-commerce experience
  • Experience maintaining an ecommerce site and responsible for tracking customer orders
  • Minimum of 1 year retail merchandising experience (preferred)
  • Excellent written, verbal, and interpersonal communication skills
  • Proven ability to demonstrate strong partnership skills
  • Well-organized, able to establish priorities; meet deadlines, and manage projections and functions with minimal supervision
  • Quick learner and self-starter
  • Ability to analyze problems and recommend problem-solving procedures
  • Passion for social media marketing and other inbound marketing strategies
  • Expertise in writing and maintain a blog
  • Knowledge of on-line marketing platforms, technologies and tools
  • Experience integrating PR initiatives in a fast-paced environment
Computer Experience:
  • Microsoft Office Products with strong knowledge of Excel
  • Outlook
  • Previous experience with ERP software

MBT® USA Brand Manager

Position Reports To: CEO
Positions Reporting To: Commission Sales Consultants
Most Recent Revision: 7/1/14

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Position Accountabilities

  • Assures planning and achieving budget, net sales, pairs, gross margin dollars, inventory turn and accounts aging for MBT® USA.
  • Develops and executes product and sales strategies to optimize selling and growth opportunities for MBT® USA.
  • Assures creation and execution of global MBT® running vision, product line and growth targets.
  • Assures global product plan, design, and development of MBT® running and sports shoes.

Profile Accountabilities

  • Demonstrates a passion for meeting consumer needs and exceeding consumer expectations
  • Assures the judicious use of company resources and sound business justification for all financial objectives
  • Assures effective and efficient change management to meet all company goals
  • Demonstrates creativity by thinking outside the box, breaking norms, and developing new ideas/products
  • Assures successful business practices are executed throughout all aspects of performance
  • Plans, implements, and manages key milestones to achieve deadlines
  • Proactively develops internal and external business partnernship relations
  • Assures a collaborative environment that fosters and values partnerships, diversity, and trust
  • Exhibits selflessness by developing team members to become more successful in their roles
  • Shares resources to improve business results
  • Actively seeks the ideas of others and values differing perspectives
  • Builds trust by communicating honestly, directly, and candidly

Position Essential Functions

  • Collaborates with all functional areas to develop sales strategies for growth of the account base aligned with objectives.
  • Determines gross-profit plans by implementing sales strategies, analyzing trends and results.
  • Establishes sales objectives by forecasting and developing annual sales quotas for territories and projecting expected sales volume and profit for existing and new accounts.
  • Manages Sales Team through motivation, counseling, direction, skill development, and product knowledge.
  • Seeks out and targets new customers and sales opportunities, initiates action plans by developing presentations for clients and business partners, conducting market analysis, and devising strategies to generate and secure new business.
  • Monitors inventory to assure appropriate levels to maximize profits and reduce markdowns.
  • Provides ongoing training, tools, and communications to Sales Team so that they possess sufficient knowledge to present information on the brands products.
  • Assures strong business relationships with partners and customers.
  • Assures that Sales Team’s activities are in accordance with Company policies and guidelines.
  • Evaluate market needs through a strong understanding of runner’s consumer behavior, the competitive landscape and detailed response to our products.
  • Create seasonal product line plan and oversees development from concept thru to bulk sales sample delivery.
  • Coordinate product development with DG development office associates.
  • Direct external design firms in the creation of the global seasonal products thru to tech packs.
  • Work closely with running specialty retailers in acquiring product feedback and direction.
  • Evaluate, and prioritize assortment and growth opportunities relative to consumer need/segments; competitive running products and pricing and overall design and cultural trends.
  • Present product line, concepts and designs to senior management and retailers.
  • Align and communicate product strategy and annual initiatives on an on-going basis.
  • Plan, project manage and launch annual and seasonal products in order to achieve targets.
  • Serve as the brand’s lead on all product presentations both internally and externally, USA and at GSM’s.
  • Assures partnership with CEO and senior executives to provide regular updates in order to keep everyone informed.
  • Participates in industry trade shows.
  • Assists CEO with projects as requested.

Work Environment

Typical Work Hours: Full-time
Location: Office in Kirkwood, MO Physical
Environment: Open Work Station
Travel Frequency: As Required (40%)

Position Specifications

Educational Preference: College graduate (BA or BS in Marketing, Business or a related filed of study); MBA is advantageous, or equivalent work experience
Job Experience & Key Competencies:
  • Minimum of 5-10 years of experience in product management and marketing, footwear product management is an advantage along with exposure to the running specialty retail trade channel through retail experience and/or a buyer role in running footwear.
  • Understanding of the product design and development process; experience and exposure to design and working with design teams; understanding of retail merchandising and assortment planning and metrics .
  • Demonstrated ability to manage multiple projects across functions and external partners, on budget, and on schedule.
  • Demonstrated ability and experience in strategic planning, annual planning, sales planning, forecasting and analysis.
  • Ability to bring together diverse data sets to inform and shape strategy, annual initiatives and action steps to grow the business.
  • Demonstrated record of thriving in a fast-paced, diverse, entrepreneurial work environment in rapid growth stages.
  • Able to effectively communicate verbally and in writing to leadership, peers and team members. Strong presentation skills. Must have a high degree of social intelligence.
  • Committed runner with personal experience with or in-depth understanding of running brands, running consumer, and sales channels.
  • Excellent management, negotiation, and people skills.
  • Proven leadership ability to influence, develop, and empower Sales Reps to achieve Company's sales goals through a team approach.
Computer Experience:
  • Microsoft Office Products
  • Outlook

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