Online Sales Coordinator

We have an opening for an Online Sales Coordinator to join the Retail Experience team at MCA Chicago. Reporting to the Associate Director of Merchandising and eCommerce, the Coordinator is responsible for maintaining all aspects of the MCA Online Store to ensure efficient operations, maximize sales, and provide excellent customer service to online Store visitors. To be successful in this role, you will:

• Provide excellent customer service to all online visitors, including processing refunds and exchanges within 24 hours, responding to email and phone inquiries, and addressing all customer questions and requests.
• Monitor the online Store mailbox and Attentive conversations throughout the course of the day.
• Check online orders for fraud and cancel as necessary; maintain chargeback and fraud spreadsheets.
• Work with the Shipping and Receiving team to ensure damaged items are picked up and replaced promptly.
• Partner with POS’ web support team, Shopify, and App support to rectify issues, such as system glitches and crashes.
• Maintain and update the layout of the Store Shopify website: add, change, and sort categories and products as necessary.
• Conduct product research and gather and enter product information into FileMaker and web admin systems to assist with adding new items to the website.
• Write product copy for the Store website.
• Request, edit, and organize photos from vendors and store photoshoots.
• Produce weekly sales and traffic statistics of the online store and analyze key performance metrics using Google Analytics; make recommendations regarding improvements using data.
• Attend and actively participate in various meetings (Weekly Store Managers, Quarterly Store Staff, etc.) to ensure communication of relevant Store and MCA information; may assist with Quarterly Store Staff Meeting logistics as necessary; take and disseminate notes from the Weekly Store Managers meeting to facilitate communication and follow-up.
• Partner with Retail and Design teams and assist in developing, designing, and executing strategy for digital marketing and promotional store signage.
• Update and schedule Store IDNR screen messaging.
• Assist with online Store order fulfillment process, including order picking and shipping as necessary.
• Lead the order fulfillment team when the Shipping and Receiving Coordinator is out of the office.
• Receive and process incoming Store merchandise as needed.
• Participate in the bi-annual physical inventory process.
• Proactively work with Store Management and Store Operations Coordinator to address issues with inventory, store supplies, customer satisfaction, or product salability.
• Alert management to potential loss prevention, weaknesses, or areas of vulnerability.

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES

• At least two years of retail marketing and/or online sales experience and merchandising experience, including familiarity with shipping services (UPS, USPS).
• Good knowledge of web technology (spreadsheets, databases, and content management systems); good PC skills, Windows-based programs, Microsoft Excel, and PowerPoint.
• Effective written and verbal communication skills.
• Exceptional customer service skills, including a customer-first attitude and demonstrated enjoyment of selling.
• Ability to remain calm under pressure, use good judgment, and respond effectively to visitor questions and concerns.
• Ability to work well within a team as well as independently.
• Ability to lift up to 50lbs safely, climb ladders, and navigate stairs.
• Ability to operate and maintain freight management equipment including scales, carts, pallet jacks, and hand trucks.
• Ability to recognize and safely use hand tools including box cutters, screwdrivers, and hammers to assemble and disassemble store displays or shelving.
• Ability to operate basic office equipment including computers, point-of-sale systems, printers, copiers, and/or telephones.
• Ability to stand for extended periods of time as scheduled.
• Ability to handle fragile objects.
• General mobility throughout the Store and museum.

BENEFITS OF WORKING AT THE MCA INCLUDE:

• Individual and MCA-provided retirement savings plans.
• Paid time off.
• Pre-tax, reduced-rate parking and Ventra/Metra benefits.
• Free admission to MCA exhibitions for yourself and guests.
• Free admission to many special and member events.
• Reduced-price tickets to MCA Stage performances.
• Discounts on dining in Marisol and in our award-winning MCA Store.
• Access to our onsite library.
• Opportunities to attend curator-led staff tours.
• Free or discounted admission to many other cultural institutions across the United States.

Full-time staff members are also eligible for a robust benefits package that includes health, dental, and vision insurance plus free life, AD&D, short-term and long-term disability insurance. This position is part of a bargaining unit represented by AFSCME Council 31.

Schedule is determined by department and operational needs, may include evenings and weekends, with occasional additional hours as required by activity in the department. This position is eligible for hybrid work arrangement per the Remote Work Policy. Full time, 40 hours per week.