E-commerce Customer Service and Platform Operations Consultant

Canada·Montréalmid

OtherCustomer Service

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Quick Summary

Key Responsibilities

• 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,

Technical Tools

OtherCustomer Service

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 Capacity Development and Implementation (CDI) Bureau 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 ICAO’s 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, reporting to Head, E-Commerce and Publication Sales (H/ECP) , the consultant will provide ongoing operational support to the E-Commerce and Publications Sales team, with a focus on e-commerce operations, order-flow support, customer service coordination, and related reporting and process improvement activities. She/he will help ensure that the ICAO Store and related digital sales processes operate reliably and that customer, product, order, and payment-related activities are handled in a timely and consistent manner.

MAJOR DUTIES AND RESPONSIBILITIES

Function1 (incl. Expected results)

E-Commerce and Platform Operations Support
• Support the day-to-day business operation of the ICAO Store and related e-commerce processes.
• Assist with product setup, catalogue updates, content coordination, and routine platform administration activities.
• Monitor operational issues affecting orders, payments, product access, customer accounts, or fulfilment, and coordinate with relevant internal teams for resolution.
• Support testing, validation, and operational follow-up for platform updates, process changes, and new functionality.

Function 2 (incl. Expected results)

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 order fulfilment in coordination with internal teams.
• Verify payment confirmations and support reconciliation activities with Finance and Accounts Receivable.
• Contribute to the accurate maintenance of order, customer, and transaction records in the e-commerce platform.

Function 3 (incl. Expected results)

Customer Service and Communication
• Respond to customer service emails in shared inboxes (e.g. sales@icao.int) and/or CRM case management queues as assigned, ensuring timely, professional replies and appropriate escalation of complex cases.
• Support the intake, logging, triage, follow-up, and closure of customer inquiries using CRM or case management tools, as implemented.
• Provide product, order, payment, and access information to customers, liaising with relevant staff for resolution when required.
• Route issues to Finance, Distribution, Printing, product teams, technical support, or other relevant teams as appropriate, ensuring customer inquiries are tracked through to resolution.
• Contribute to maintaining a high standard of customer satisfaction and consistent service delivery.

Function 4 (incl. Expected results)

Reporting, Documentation and Process Improvement
• Support the preparation of order, revenue, customer service, case management, and operational reports as requested by the supervisor.
• Perform routine updates, reconciliations, and housekeeping tasks related to e-commerce and platform operations.
• Participate in team meetings and contribute to documenting workflows, procedures, knowledge base content, and best practices.
• Identify recurring issues, process bottlenecks, customer pain points, or case trends and provide feedback to support continuous improvement.
• Support onboarding and knowledge-transfer activities related to e-commerce, customer service, CRM case management, and platform operations.

Function 5 (incl. Expected results)

Other Duties as Assigned:
• 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.

Educational background

Essential

A first-level university degree in administration, e-commerce, accounting or customer service is
required. A college diploma (DEC) in combination with an additional five (5) years qualifying professional experience directly relevant to business administration, e-commerce, accounting, or customer service, or a related field maybe accepted in lieu of the first-level university degree.

Additional coursework or certification in online ecommerce operations, finance, or customer relationship management (CRM).

Professional experience and Knowledge

Essential

At least 5 years of relevant experience in administrative, e-commerce, or customer-service
functions.
A minimum two (2) years of experience using Adobe Commerce (Magento) or similar e-commerce
platforms.
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.

Desirable

A minimum two (2) years of experience using ERP, or financial systems (e.g., Oracle, SAP, Quantum) to support sales transactions, payment processing, or revenue tracking.
A minimum two (2) years of experience with CRM or case management systems.
Prior experience in a United Nations Common System or international organization environment.

Essential

Fluent reading, writing and speaking abilities in English.

Desirable

A working knowledge of any other language of the Organization (Arabic, Chinese, French, Russian, Spanish).

CONDITIONS OF EMPLOYMENT

It should be noted that this requirement is ongoing, 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 392.

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, 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 and subject to satisfactory performance, operational requirements, and applicable ICAO policies, as may be amended from time to time.

HOW TO APPLY

Interested candidates must complete an on-line application form. To apply, please visit ICAO's e-Recruitment website at: ICAO Career Website

NOTICE TO CANDIDATES

ICAO does NOT charge any fees or request money from candidates at any stage of the selection process, nor does it concern itself with bank account details of applicants. Requests of this nature allegedly made on behalf of ICAO are fraudulent and should be disregarded.