E-commerce Operations Support Consultant
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Job Location:
Monthly Salary:
Posted on:
6 days ago
Vacancies:
1 Vacancy
Job Summary
The International Civil Aviation Organization (ICAO) sets international Standards and Recommended Practices (SARPs) for aviation safety air navigation security and environmental protection. To that effect ICAO is a knowledge-based organization engaged in the development of intellectual property.
The Revenue and Product Management (RPM) Section is part of the Technical Cooperation Bureau (TCB) and is focused on revenue-generating activities of the Organization. The portfolio of revenue-generating activities is supported by ICAO intellectual property and includes publications periodicals databases websites training printing and events. The revenues generated by these activities are required to promote the implementation of ICAOs Strategic Objectives and to carry out related Programme Support. The Section is responsible for the overall strategic planning stakeholders collaboration coordination promotion and distribution of sellable products in close coordination with the other Bureaus/Offices of the Organization.
The E-Commerce and Publications Sales Unit (ECP) is responsible for all technical and operational aspects of the ICAO ecommerce platform as well as the sales and distribution of ICAO publications and products. The unit integrates digital systems in order to generate new revenue and support existing revenue streams.
In this context the consultant will provide administrative and operational support to the E-commerce and Publication Sales (ECP) team. The consultant will assist with day-to-day back-office functions helping maintain efficient customer service order processing and payment tracking.
Order and Payment Support
- Review and monitor bank transfer and cheque payments on a daily basis.
- Process and validate orders paid via bank transfer or cheque ensuring timely and accurate recording.
- Investigate and resolve issues related to payments or orderfulfilment in coordination with internal teams.
- Verify payment confirmations and support reconciliation activities with Finance and Accounts Receivable.
Customer Service and Communication
- Respond to customer service emails in shared inboxes (e.g.) as assigned by senior team members ensuring timely professional replies and appropriate escalation of complex cases.
- Provide product order and access information to customers liaising with relevant staff for resolution when required.
- Contribute to maintaining a high standard of customer satisfaction.
Operational and Administrative Support
- Assist in maintaining product and customer data accuracy in the e-commerce platform.
- Support preparation of order and revenue reports as requested by the supervisor.
- Perform routine updates reconciliations and housekeeping tasks related to the e-commerce operation.
Collaboration and Process Improvement
- Participate in team meetings and contribute to documenting workflows and best practices.
- Provide feedback on recurring issues or process bottlenecks to support continuous improvement.
- Support onboarding and knowledge-transfer efforts during the staff transition period.
- Perform other related duties that may be assigned to support the efficient operation of the E-commerce and Publication Sales team including assistance with administrative reporting or logistical tasks as required.
- Completion of secondary education and a college diploma (DEC) or equivalent in business administration e-commerce accounting or customer service or a related field.
- Additional coursework or certification in online ecommerce operations finance or customer relationship management (CRM).
- At least 18 months of relevant experience in administrative e-commerce or customer-service functions.
- Proficiency in Microsoft Office 365 applications (particularly Outlook Excel and Word) and general comfort working with online platforms and databases.
- Familiarity with online ordering systems payment tracking or CRM tools.
- Strong attention to detail and ability to manage repetitive tasks accurately and efficiently.
- Good communication and organizational skills with a customer-focused mindset.
- Experience using Adobe Commerce (Magento) or similar e-commerce platforms.
- Experience with ERP or financial systems (e.g. Oracle SAP Quantum).
- Prior experience in a UN or international organization environment.
- Fluent reading writing and speaking abilities inEnglish.
- A working knowledge of any other language of the Organization(Arabic Chinese French Russian Spanish).
It should be noted that this post is to be filled for a period of 11 (eleven) months.
The total monthly rate for Band A varies from CAD 3991 to CAD 5172.
The consultant will be required to work on-site at ICAO Headquarters in Montréal a minimum of three (3) days per week. During the initial onboarding and training period (up to two months) the consultant will be expected to work on-site five (5) days per week.
A hybrid work arrangement may be approved after successful completion of the onboarding period and subject to satisfactory performance and operational requirements.
Required Experience:
Contract
Key Skills
- Digital Marketing
- Marketing
- Google Analytics
- Growing Experience
- Conversion Optimization
- Google AdWords
- Hybris
- Magento
- Account Management
- SEO
- E-Commerce
- Analytics
About Company
The United Nations Development Programme is the United Nations' global development network. It advocates for change and connects countries to knowledge, experience and resources to help people build a better life for themselves.
