Since its founding over 7 years ago, LetsTalk, Inc. has emerged as a high growth, profitable leader in the wireless e-retailer category. LetsTalk is uniquely committed to providing the best customer experience in the industry and developing the leading online destination for consumers in the category. Our vision is supported by blue-chip venture partners who are committed to the future growth and success of LetsTalk.
We are currently looking to expand our team with creative marketers who are committed to driving growth and further strengthening and developingthe LetsTalk brand.
Email (attachments are welcomed): jobs@letstalk.com
Business Operations Analyst
Dallas - Fort Worth Area, TX
We are seeking an Operations Analyst who will be responsible for analyzing data and developing reporting on key metrics and costs associated with running our fulfillment, telesales and customer service functions. These reports include (but not limited to) fulfillment turn-around costs and service levels; call center costs and metrics on volume, handle time, abandon rates; outbound customer contacts and conversion. This person will provide recurring and ad hoc database queries, as needed, and will also work as part of a greater team with Warehousing and Accounting to facilitate cross-functional analysis and communication. The person will also need to communicate effectively with engineering team in San Francisco to understand how the data is architectured and warehoused.
Responsibilities include, but are not limited to:
Analyze performance and costs associated with fulfillment, customer service and telesales departments:
- Develop, refine and report on KPIs (key performance indicators).
- Create productivity metrics, standards and targets to improve efficiency and reduce the operating costs.
- Analyze shipping and transportation costs.
- Prepare reports for senior management on a regular an ad hoc basis.
- Work with Reporting team to complement existing resources.
- Support the headcount and volume forecasting process for fulfillment and customer service functions.
- Rationalize actual performance to forecast, develop and publish regular reporting for forecast to actual performance metrics.
- Develop financial modeling that provide process improvements and cost savings.
- Analyze customer touch points and product returns and exchange. Understand root causes, communicate any trends and recommendations to functional managers.
- Perform industry, competitor and customer research to identify trends, opportunities and threats.
- Required mastered skills with PL/SQL, MS-Excel, MS-Access, MS-PowerPoint, data.
- Aptitude to analyze discrete data to identify trends, issues and opportunities.
- Possess strong attention to detail and ability to effectively communicate with management and cross-functional departments.
- Demonstrated leadership ability required.
Call Center Customer Service Representatives
Dallas - Fort Worth Area, TX
We are seeking call center customer service representatives with at least one years of call center experience, preferably in wireless industry. Our customer service representatives will be responsible for handling inbound phone calls and making every effort to provide world class satisfaction and service levels for our customers.
Responsibilities include, but are not limited to:
- Candidate will be responsible for answering inbound customer service calls for an online retailer in a queued call center environment.
- This position does require seniority-based shift scheduling and will require some weekend and holiday work.
- The candidate will be responsible for meeting established center performance and quality standards.
- Attendance and attention to detail are critical to this position.
- Requires at least one year of experience in a major call center environment (any industry), preferably in the wireless industry.
- A High School diploma or GED is also required.
- Professional verbal, written, and email communication skills.
- Ability to learn new processes, and products quickly.
- Ability to negotiate win-win solutions for the customer and the company.
- Ability to manage multiple priorities in a team environment with minimal supervision.
- Ability to work in a fast-paced environment.
Call Center Customer Service Supervisors
Dallas - Fort Worth Area, TX
We are seeking call center customer service supervisors with at least two years of call center supervisory experience, preferably in wireless industry. Our customer service supervisors will be responsible for handling inbound customer escalations and making every effort to provide world class satisfaction & service levels for our customers. Supervisors will also be responsible for monitoring and coaching of staff representatives. This position does require seniority-based shift scheduling and will require some weekend and holiday work.
Responsibilities include, but are not limited to:
- Candidate will be responsible for managing customer escalations for an online retailer in a queued call center environment.
- The candidate will be responsible for meeting established center performance and quality standards.
- Major areas of daily responsibilities include:
- Monitor, coach and develop staff representatives to increase call quality and efficiency
- Review and adjust attendance of staff representatives: arrival / departure time, breaks / lunches
- Work closely with QA to ensure each rep is following procedure and maximizing each call to its fullest potential
- Ability to maintain service levels for abandon rate and call handle time
- Organize and implement an outbound plan for available times
- Resolve internal and external escalations
- Communicate any website or product issues to all other departments and Corporate offices
- Report any and all behavior, attendance, or performance issues to management
- Must be able to work any days or hours the customer service department is open
- Must have at least two years of wireless and leadership experience
- Must be able to communicate well both verbally and written with subordinates, peers, management, customers etc.
- Demonstrated abilities to identify opportunities for business process improvement and to design, implement, and execute such change is required
- Demonstrated leadership ability required
Call Center Sales Representatives
Dallas - Fort Worth Area, TX
We are seeking call center sales representatives with at least two years of retail sales experience, preferably in wireless industry. Commission based sales experience is highly recommended. Our sales representatives will be responsible for handling inbound phone calls and making every effort to maximize and convert each call into an order.
Responsibilities include, but are not limited to:
- Stay current on all products and services offered by LetsTalk.
- Provide timely, accurate, high quality support to LetsTalk.com customers in a Web-enabled call center.
- Meet and or exceed customer expectations, as well as department objectives, for the purpose of enhancing customer relations and increasing company revenue.
- Communicate any suggested improvements that would simplify or improve current processes.
- Cross sell value added products when appropriate.
- Provide back-up support/assistance for Online Customer Service and Outbound Customer Service in times of demand (upon manager request).
- Commission-based sales experience highly recommended.
- Professional verbal, written, and email communication skills.
- Ability to learn new processes, and products quickly.
- Ability to negotiate win-win solutions for the customer and the company.
- Ability to manage multiple priorities in a team environment with minimal supervision.
- Ability to work in a fast-paced environment.
Financial Analyst
San Francisco, CA
The Sr. Financial Analyst will play a key role in the monthly closing, reporting, and forecasting process. In addition, he or she will work across functional teams with varying degrees of financial expertise providing financial support and analysis. As such, this person must be adept in working and communicating with teams of varying disciplines and managers/executives at all levels. The position reports to the VP of Finance & Accounting.
Job Duties:
- Support the monthly closing process including:
- Analyze significant reserves, maintain reconciliations, and prepare monthly journal entries for changes in reserves.
- Preparation of various analyses including analysis of margin, expenses, and significant reserves.
- Preparation of monthly expense accruals.
- Perform and present ad-hoc business issue analysis on an as-needed basis. This may entail building models and analysis tools.
- Build and maintain management dashboard and key metrics tracking.
- Prepare monthly variance analysis.
- Develop and maintain integrity of complex financial forecasting, budgeting and reporting models primarily in Microsoft Excel.
- Work with marketing and merchandising to develop sales, inventory and margin forecasting tools.
- Assist in the creation of presentation materials and templates.
- Qualified candidates will have a minimum of 3-5 years of accounting and/or FP&A experience with a Bachelors degree in Business Administration, Accounting, or Finance. Retail & ecommerce experience a big plus.
- Advanced Microsoft Excel and Database skills are essential
- A CPA, MBA, or Master's degree in Finance is preferable.
- Experience with SAP and report development within SAP a big plus
- Proven experience budgeting, planning, forecasting, closing and reconciling the general ledger.
- A curiosity for learning and a very strong inclination to proactively seek and analyze information.
- Excellent interpersonal and communication skills with ability to interact with various management levels and across functional teams. Ability to develop rapport and establish confidence with associates working in other locations.
- Strong organization skills with exceptional awareness and attention to detail both in the numbers and report formats.
Site Merchandiser Manager
San Francisco, CA
The Site Merchandiser Manager will manage a team of people and lead cross-functional projects to ensure that our website presents relevant product information and other content that helps consumers research, compare, and buy the right products and services meet their needs.
Specific Roles and Responsibilities:
Process and Project Management:
- Serve as the liaison between the business stakeholders and the site merchandising team
- Develop implementation plans to execute content production projects
- Organize and prioritize projects, schedule assignments, and oversee project completion to track progress and ensure deadlines are met
- Create and maintain content production schedules and promotion calendars
- Create and enhance existing processes to increase company, department, and project efficiency
- Ensure that new products are launched with the right prices, promotions, features, messaging, images, interactive demonstrations, and other creative components
- Establish and manage copy guidelines so that site merchants provide written content that is customer-focused, engaging, and easy to understand
- Define and manage roles and process for quality assurance.
- Ensure that data changes and additions are properly integrated with front end and back end systems
- Monitor product data consistency; manage data analysis and clean-up activities on existing site content
- Develop requirements documents to create new and enhance existing production tools. Work with product managers, user interface and other engineers to ensure that development is completed according to specifications
- Work collaboratively with the Executive Producer to optimize content in various user interface deployments
- Manage a team of 8 -10 people including site merchants, data import specialists, web designers, web production artists, and QA specialists
- Create and maintain a cooperative team environment that promotes high performance standards and attainment of goals
- Provide direction, guidance, and inspiration for the team
- Train, educate and mentor new staff to develop their skills and expertise
- Monitor employee performance and provide feedback
To be considered for this position, you must demonstrate that you have relevant experience and skills in the following areas:
- Project management
- Web production experience
- Web content management systems and software
- Managing teams, delegating and ensuring performance goals
- Internet marketing, online retailing, and/or shopping site experience a big plus.
- Technically-savvy with a conceptual understanding of databases, database architecture, data importing, and dynamic websites.
- Previous experience working with XML and PHP a huge plus.
- Keen attention to detail.
- Self-motivated with the ability to take direction and work independently with little supervision.
- The ability to manage multiple projects simultaneously in a fast-paced, deadline-oriented environment.
- Goal-oriented, results-driven, committed and willing to do whatever it takes to meet your business objectives.
- The ability to overcome obstacles and rally internal and external folks to achieve aggressive goals.
- Excellent written and verbal communication skills
Web Producer - Merchandising Projects
San Francisco, CA
Web Producers play a key role in managing ecommerce projects for LetsTalk.com and the other storefronts we manage on behalf our strategic partners. You will collaborate closely with the merchants for these storefronts, developing implementation plans and managing price, product, promotion and content with goal of creating a flawless customer experience and constantly improving conversion rates.
Specific Roles and Responsibilities:
- Serve as an internal expert in the various production tools, code, and resources that can be used to modify UI, look and feel, pricing, promotion, and placement for various merchandising initiatives. Leverage your expertise to help guide campaign strategy and execution.
- Plan and execute new online projects and initiatives, including requirements documents, wireframes, content specifications and deliverables, and test plans. Work collaboratively with partners, merchants, and with marketing and production team members. Track progress and oversee project completion. Ensure projects are executed as designed and delivered before deadlines.
- Organize and prioritize projects, maintaining production schedules and calendars.
- Work collaboratively with technical project managers on the development team to support merchandising projects that require code development or enhancements.
- Leverage the design team to develop landing pages, advertising, and other creative to support merchandising and marketing activities. Secure approval and ensure that creative meets the needs of our partners.
- Edit and maintain the data necessary to support the unique needs of various partner websites and initiatives, including price and promotion, placement, product filters, campaigns, and UI variants. Ensure content quality, consistency accuracy, timeliness, and completeness.
- Monitor sales, campaign tracking and web analytics data about the effectiveness of sites, campaigns, landing pages and creative.
- Work collaboratively with the development team to make improvements to the content management toolset.
We are looking for people who have the following skills, aptitudes, and attitudes:
- Project management.
- Insatiable attention to detail.
- Superior organizational skills.
- Strong project management skills.
- You must have the ability to drive work to completion in an environment in which multiple priorities are the norm. You must take initiative and have the ability to perform well under pressure, meet deadlines, and manage multiple tasks simultaneously.
- Strong interpersonal, listening, negotiation, facilitation, motivation, and problem-solving skills are required.
- Strong oral and written communication skills are required. You will be required to write, speak, and use images to clearly and persuasively communicate regarding technical and non-technical subjects to both technical and non-technical audiences.
- Strong analytical skills.
- Good working knowledge of MS Office suite (Word, Excel, and PowerPoint) and project management tools and software is required.
- Be web savvy, with experience in web content and design production.
- Be e-commerce savvy, with knowledge and understanding of the tools, infrastructure, metrics, and requirements to sell and create good customer experiences online.
- Have knowledge of HTML, CSS, Flash, and Photoshop a plus. You need not be a designer.
