RESPONSIBILITIES: Under the direction of the Web Store and Mail Order Manager, the associate will assist in all retail e-commerce sales and direct mail merchandising strategies for the Cavaliers Operating Company (Cleveland Cavaliers, Lake Erie Monsters, Quicken Loans Arena); and maximize online store and direct mail sales revenue, profits, and operational efficiencies to assure a quality fan and customer retail experience.

Responsibilities include but are not limited to:

Order Fulfillment:·

• Monitor and print all incoming web based orders on a daily basis. Track day to day web orders for sales trends. Verify credit card payment issues to ensure that all authorizations are legitimate transactions.
• Pull merchandise from on site warehouse location to fulfill orders, while maintaining a neat and organized inventory. Restock merchandise distributions as they are replenished. Help to facilitate product transfers from various locations to and from the web store.
• Utilize UPS Worldship software to ship customer orders to appropriate destination. Also responsible for boxing all orders properly, including order forms and exchange paperwork.
• Receive and log incoming returns and exchanges and bring to the Team Shop to be processed. Communicate return status with customers through e-mail or telephone calls to ensure customer satisfaction and timely turn-around.

Customer Service:

• Monitor and respond to e-mail communication from both the Cleveland Cavaliers and Lake Erie Monsters online stores.
• Handle incoming retail and web customer service calls and e-mails in a professional and timely manner. Return all customer inquires by no later than the following business day.
• Use UPS Quantum View services to track any customer shipment issues. File claims when necessary.

Web site content:·

• Work under direct supervision of the web store manager to enable product images for web site availability. Write long descriptions for web site product that increases search engine optimization.
• Work with various resources, including Vendors and professional photographer to obtain product images for use on the site.
• Partner with corporate website team to fully integrate retail online strategies, such as Cavaliers Team Shop featured items and upcoming promotions which may also be shown on the Cavs main homepage
• Assist with all retail product content and data that feeds the Web store(s) including Web product uploads and pulls, price changes, content changes, customer database maintenance, new SKU set-ups, Web store functionality initiatives, image changes and HTML content changes.
• Aid in website merchandising and presentation by placing products in appropriate collections and groupings while maximizing click-thru efficiencies and ease of browsing.
• Perform quality assurance reviews to ensure website accuracy. Work on special assignments/projects concerning functionality as it concerns merchandising, data management, and operational processes.
• Assist and support the Web Manager with the establishment and implementation of online and direct marketing retail strategies.
• Maintain ongoing communications with buying team and operations team to assure merchandise consistency and best practices.

REQUIREMENTS:·

• 1–2 years of retail inventory or operations experience in a specialty or department store environment preferred · High school diploma or equivalent education required
• Detail oriented with strong organizational skills
• Positive attitude and strong work ethic a must
• Excellent communication skills
• Ability to work independently and responsibly in a fast-paced environment
• Computer knowledge and/or experience including but not limited to Microsoft Word, Microsoft Excel, Microsoft Outlook
• General knowledge and experience navigating the Internet
• Ability to work extended hours based on workload and deadlines
• Ability to sit and work at a computer in an office setting for extended periods of time
• Ability to work extended hours based on facility event schedules, workload and deadlines
• Ability to handle a large volume of inbound and outbound telephone calls and email
• Ability to lift up to 50 lbs and perform effectively under physically demanding circumstances.