E-Commerce Customer Service and Platform Operations Consultant

Job Posting Organization:
The International Civil Aviation Organization (ICAO) is a specialized agency of the United Nations established in 194

• Its mission is to promote the safe and orderly development of international civil aviation throughout the world. ICAO sets international Standards and Recommended Practices (SARPs) for aviation safety, air navigation, security" style="border-bottom: 1px dotted #007bff !important;">security, and environmental protection. The organization operates globally, with a focus on enhancing the safety and efficiency of air transport. ICAO has a diverse workforce of approximately 600 employees and works with 193 member states to implement its strategic objectives and support the development of aviation systems.

Job Overview:
The E-Commerce Customer Service and Platform Operations Consultant will play a crucial role in supporting the operational aspects of the ICAO Store and related e-commerce processes. This position is integral to ensuring that the e-commerce platform operates smoothly, providing timely and effective customer service, and facilitating the sales and distribution of ICAO publications and products. The consultant will be responsible for monitoring order flows, resolving operational issues, and enhancing customer satisfaction through effective communication and problem-solving. The role requires a proactive approach to identifying areas for process improvement and ensuring that all customer interactions are handled professionally and efficiently.

Duties and Responsibilities:

• E-Commerce and Platform Operations Support: Support the daily operations of the ICAO Store, assist with product setup and catalogue updates, monitor operational issues affecting orders and payments, and coordinate with internal teams for resolution.
• Order and Payment Support: Review and monitor bank transfer and cheque payments, process and validate orders, investigate payment issues, and maintain accurate records in the e-commerce platform.
• Customer Service and Communication: Respond to customer service inquiries, manage CRM case queues, provide product and order information, and ensure high standards of customer satisfaction.
• Reporting, Documentation, and Process Improvement: Prepare operational reports, perform routine updates, document workflows, and identify process bottlenecks for continuous improvement.
• Other Duties as Assigned: Assist with administrative, reporting, or logistical tasks as required to support the E-commerce and Publication Sales team.

Required Qualifications:
Essential qualifications include a first-level university degree in administration, e-commerce, accounting, or customer service, or a college diploma with five years of relevant experience. Candidates should have at least five years of experience in administrative, e-commerce, or customer service functions, with a minimum of two years using Adobe Commerce (Magento) or similar platforms. Proficiency in Microsoft Office 365 applications and familiarity with online ordering systems and CRM tools are also required. Strong attention to detail, good communication skills, and a customer-focused mindset are essential. Desirable qualifications include experience with ERP or financial systems and prior experience in a United Nations Common System or international organization environment.

Educational Background:
Candidates must possess a first-level university degree in administration, e-commerce, accounting, or customer service. Alternatively, a college diploma (DEC) combined with five years of relevant professional experience may be accepted in lieu of the degree. Additional coursework or certification in online e-commerce operations, finance, or customer relationship management (CRM) is desirable.

Experience:
The position requires at least five years of relevant experience in administrative, e-commerce, or customer service functions. Candidates should have a minimum of two years of experience using Adobe Commerce (Magento) or similar e-commerce platforms. Experience with ERP or financial systems, as well as CRM or case management systems, is also beneficial. Prior experience in a United Nations Common System or international organization environment is considered an asset.

Languages:
Fluent reading, writing, and speaking abilities in English are mandatory. A working knowledge of any other language of the Organization, such as Arabic, Chinese, French, Russian, or Spanish, is desirable and would be an advantage in this role.

Additional Notes:
This consultancy position is ongoing and subject to ICAO consultancy rules, satisfactory performance, operational requirements, and availability of funding. The daily rate for Band B varies from CAD 248 to CAD 39

• The consultant will be required to work on-site at ICAO Headquarters in Montreal a minimum of three days per week, with an expectation of five days per week during the initial onboarding and training period. A hybrid work arrangement may be approved after successful completion of onboarding, subject to satisfactory performance and operational requirements.