Job Description
The starting pay range for this position begins at $21.06/hour and is based on the level of experience and qualifications above the minimum requirements.
Full Time: a position working 32+ hours per week.
Job Summary:
The Ecommerce Coordinator supports the day-to-day execution of Biltmore’s ecommerce business under the direction of the Ecommerce Manager and the ecommerce leadership team. This position coordinates assigned ecommerce work, maintains accurate and engaging Shopify and other online content, and supports product launches, online merchandising, promotions, and order-related processes.
The Ecommerce Coordinator works closely with the Ecommerce Manager and cross-functional partners, including Wine, Retail Merchandisers, Marketing, Fulfillment, Guest Services, and Corporate Technology teams, to execute established priorities and deliver a consistent Biltmore guest experience. The Ecommerce Coordinator executes and coordinates work within established frameworks, identifies and communicates issues or opportunities, and escalates matters requiring additional direction or technical, operational, or compliance decisions.
Essential Job Duties:
- Coordinate assigned ecommerce projects and tasks by gathering required information, tracking deliverables and deadlines, coordinating approvals and handoffs with the Marketing team, maintaining project documentation, and communicating status or issues to the Ecommerce Manager and appropriate stakeholders.
- Support online product launches by gathering and entering product information, images, pricing, inventory information, launch dates, and other required details in coordination with cross-functional departments.
- Create, update, and quality-check Shopify products and variants, including descriptions, images, product types, collections, tags, and other product information according to established catalog and merchandising standards.
- Maintain accurate product categorization and tagging within established guidelines to support customer navigation, search, merchandising, promotions, reporting, and operational requirements.
- Update and maintain Shopify storefront content as assigned, including homepage and collection content, banners, product placement, seasonal landing pages, navigation-related updates, and redirects.
- Support the ecommerce launch and promotion calendar and collaborate with the Marketing team by tracking upcoming product launches, promotions, seasonal content, creative needs, approvals, and publication dates.
- Coordinate creative and product photography requests for online content needs, including preparing products, attending and leading photoshoots, and overseeing the styling and merchandising of products for photography. Ensure required assets are received, organized, and available according to established project timelines.
- Set up and test ecommerce promotions and discounts according to established procedures. Verify dates, eligible products, customer-facing messaging, and basic functionality, and promptly report any discrepancies to the Ecommerce leadership.
- Support staff-created Shopify draft orders in accordance with established procedures, including reviewing customer information, product and shipping selection, approved discounts, inventory holds, order notes, alcohol compliance, and escalation of issues.
- Follow established wine and alcohol procedures related to product setup, shipping, age verification, and order processing. Identify and communicate exceptions or questions and escalate compliance-related matters through established channels.
- Complete assigned work in Shopify Plus and connected ecommerce applications, including shipping, fulfillment, inventory, and ERP-related workflows, within approved access and established procedures. Document discrepancies and escalate system changes, integration issues, or decisions outside the role’s authority to the Ecommerce Manager or appropriate system owner.
- Assist with product and inventory information across connected systems by completing assigned updates, identifying apparent discrepancies, documenting issues, and communicating them to the appropriate team for resolution.
- Conduct pre- and post-launch quality checks of assigned ecommerce updates across relevant devices and shopping paths, including product information, links, promotional messaging, storefront content, and checkout behavior. Document findings and coordinate corrections as directed.
- Assist with ecommerce reporting by compiling requested sales, merchandising, promotional, and website information and providing updates to the Ecommerce Manager and relevant stakeholders.
- Coordinate product-review moderation and response routing according to established company guidelines and escalate guest-service concerns to the appropriate team.
Additional Responsibilities:
- Participate in cross-functional planning and status meetings as assigned and communicate project updates, upcoming launches, deadlines, and information needed from partners.
- Partner with Retail Merchandisers, Fulfillment, and Guest Services on product samples, order questions, launch readiness, and customer-experience matters as needed.
- Maintain organized project documentation, ecommerce calendars, product information, creative assets, and other departmental records.
- Follow established Biltmore brand, privacy, quality-control, guest-service, ecommerce, alcohol-commerce, and operational procedures.
- Stay current on Biltmore Shop products, e-commerce processes, and established Shopify workflows.
- Provide general assistance and support for leadership, the department, and the company.
- Perform other related duties and projects as assigned.
Qualifications:
- A two- or four-year degree in marketing, business, communications, ecommerce, or a related field preferred; equivalent education and experience will be considered.
- One to two years of experience in ecommerce, digital merchandising, retail, marketing, customer service, project coordination, or a related field preferred.
- Experience using an ecommerce platform or content management system to maintain product or website content preferred. Experience with Shopify or Shopify Plus is a plus; familiarity with third-party ecommerce apps, project and work management platforms, shipping or fulfillment tools, ERP or inventory systems, and reporting tools is helpful but not required.
- Ability to learn and consistently follow established procedures for product data, promotions, draft orders, ecommerce operations, and alcohol-commerce requirements.
- Strong organizational and time-management skills, with the ability to manage multiple assignments, track details, meet deadlines, and communicate when additional information or direction is needed.
- Strong attention to detail, proofreading, and quality-control skills, particularly when working with customer-facing product information.
- Basic ability to work with e-commerce, sales, and operational information and accurately compile and communicate data.
- Proficiency in Microsoft Office, particularly Excel, including the ability to organize and review product data, work with spreadsheets or exports, and identify apparent discrepancies. Ability to learn Biltmore’s systems, products, processes, and brand standards.
- Strong written and verbal communication skills and the ability to work collaboratively with individuals across multiple departments.
- Dependable, proactive, and service-oriented, with good judgment and the ability to recognize when an issue should be escalated.
- Ability to work accurately across multiple connected systems, follow documented procedures, recognize when information does not match, and communicate issues to the appropriate system owner.
- Commitment to providing excellent internal and external guest service and representing Biltmore’s values professionally.
Physical Requirements:
- Work will be performed primarily in an office environment
- Ability to lift up to 25lbs