eCommerce Coordinator

ANBL

eCommerce Coordinator

Essential role information

Title: eCommerce Coordinator

Language requirement: Spoken and written competence in English and French.

Location: Reporting to the Retail Operations Center in Fredericton, NB – remote work within NB is possible based on business needs.

Closing: November 20, 2026

Who we are

As one of Atlantic Canada’s Top Employers for 2025 and 2026, ANBL is proud of the people-first culture we’ve built together with our team members. Alcool NB Liquor (ANBL) is a provincial Crown corporation responsible for the purchase, importation, distribution, and retail activity for all beverage alcohol in the province.

Our sister company, Cannabis NB (CNB), manages retail cannabis sales for the province, providing safe and legal products while focusing on education, safety and responsible access.

Together, ANBL & CNB return 100% of profits to the Government of New Brunswick to benefit all New Brunswickers while responsibly serving customer and communities across the province.

Corporate Social Responsibility at ANBL

At ANBL, we take our social responsibility seriously. With our Corporate Social Responsibility Strategy to guide us, we are committed to:

• Responsible selling through our CHECK 30 program, which specifies that customers who look younger than 30 will be asked for valid photo identification.
• Food security through our partnership with Feed Nourrir NB to help get more food to the New Brunswickers who need it.
• Helping New Brunswickers get home safely through our Safe Ride program, providing FREE transportation at ANBL-sponsored events.

None of these efforts would be possible without the more than 800 team members who are the lifeblood of our organization and choose ANBL as their employer.

What's in it for you?

Being part of the team at ANBL means working in an organization that values its people and encourages every employee to have a voice. Our team takes pride in contributing to the communities and province we serve.

At ANBL, we also support both personal and professional growth through internal and external development opportunities, including our Leadership Development Program.

About the eCommerce Coordinator role
At Alcool NB Liquor, we look for people whose values align with ours! Integrity, Caring, Trust, Community and Celebration. We value team members who collaborate well, make thoughtful decisions, support others, and take pride in delivering great experiences while celebrating success together.

Reporting to the Manager, eCommerce, the eCommerce Coordinator supports the day-to-day operation of ANBL’s eCommerce channel. Working across Marketing, Merchandising, Store Operations and other Value Chain Operations partners, the role helps deliver an accurate, seamless and reliable digital shopping experience for public customers.

The eCommerce Coordinator supports customers throughout their digital shopping and ordering journey by managing inquiries, investigating order issues and coordinating timely, customer-focused resolutions with internal teams. The role coordinates eCommerce activities and website content and monitors the customer journey. Recurring issues and customer feedback inform the role’s recommendations for improvements to eCommerce processes, operations and the overall digital customer experience.

ANBL is embarking on a major transformation that includes the launch of a transactional eCommerce website in 2027. This role will play an important part in preparing for the launch and helping bring our eCommerce experience to life. Initially focused on launch readiness, the coordinator will transition into supporting the ongoing day-to-day operations of our eCommerce platform once live.

Additional Responsibilities

• Keep day-to-day eCommerce activities running smoothly by regularly reaching out to Marketing, Merchandising, Store Operations and other Value Chain Operations partners. Coordinate outstanding work and follow up with the appropriate teams to keep activities moving.
• Monitor the business-to-consumer (B2C) eCommerce customer support inbox for inquiries about eCommerce, digital orders and service needs. Respond directly or direct inquiries to the appropriate department based on the question, and contact customers by phone when needed to troubleshoot and resolve issues. Coordinate timely, professional resolutions in line with defined service standards, working with the appropriate internal teams, including the Channel Sales/Retail eCommerce Lead.
• Maintain issue logs, activity trackers and other coordination tools to monitor progress and outstanding items. Record customer issues, investigation findings and actions taken, and track follow-up with internal teams through to resolution.
• Monitor the digital customer journey, customer feedback and recurring issues to identify opportunities for improvement. Share findings and recommend improvements to the website team. Escalate issues that may affect the customer experience or channel operations through established escalation paths.
• Maintain and support customer-facing content, FAQs and other resources that help customers navigate the eCommerce experience.
• Coordinate the digital execution of eCommerce campaigns, promotions and seasonal activities in collaboration with Marketing and other internal partners.
• Support quality assurance and testing of customer-facing experiences, promotions and eCommerce functionality.

What do you need to be successful?

• 2+ years of experience in eCommerce, retail operations, customer service, digital operations, marketing coordination or a related field.
• Strong customer service and relationship-building skills, supported by clear written and verbal communication and a customer-first mindset. Ability to write customer-facing messages that are warm, professional and on-brand.
• Ability to provide customer support in both French and English, including responding to written inquiries and speaking with customers by phone to troubleshoot and resolve issues.
• Strong attention to detail and commitment to accuracy.
• Strong organizational skills and the ability to coordinate multiple activities and priorities in a fast-paced environment.
• Ability to troubleshoot customer issues and investigate their underlying causes. Ability to coordinate with multiple teams, use established escalation paths and follow issues through to resolution.
• Ability to work independently, while knowing when to escalate issues or seek direction.
• Proficiency with Microsoft Office applications, including but not limited to, Outlook, Word, Excel, PowerPoint and Teams.

Would be an asset if you had:

• Prior experience working with order management, customer relationship management (CRM) or helpdesk systems to support digital customer inquiries and order issues.
• Experience with website content management systems (CMS), such as MS SiteBuilder, including back-end website administration and content updates.
• Familiarity with web analytics tools, such as Google Analytics, to monitor website performance and engagement.
• Experience using project management tools, such as Monday.com, Asana or similar platforms, preferably in an administrative or coordination capacity.

Key Competencies

Customer Focus

• Committed to delivering a positive customer experience by understanding customer needs, resolving issues promptly, and ensuring service excellence.

Relationship Building

• Builds and maintains effective working relationships with customers and internal stakeholders to achieve shared outcomes.

Problem Solving

• Identifies issues, investigates root causes, evaluates options, and implements practical solutions.

Planning & Coordinating

• Organizes, prioritizes, and follows through on multiple activities and competing priorities to ensure work is completed efficiently.

Attention to Detail

• Maintains a high level of accuracy when managing content, customer inquiries, promotions, orders, and operational processes.

Language competencies

• Bilingualism in both official languages is required.

Work location:

• The Retail Operations Centre is located in Fredericton, New Brunswick.
• The successful candidate must be based in New Brunswick, remote work is possible.
• Semi-regular travel for meetings and project work may be required.

Compensation information:

• $51,762 - $61,545

Benefits information:

• Comprehensive benefits package, including medical, dental coverage and a generous pension plan.
• Access to a Health Spending Account or Wellness Subsidy
• Opportunities to utilize flexible work arrangements, such as remote or hybrid work.

Note

• Only candidates with legal authorization to work in Canada will be considered

Alcool NB Liquor (ANBL) is proud to be an equal opportunity employer and is committed to reflecting the diverse communities we serve. We foster an inclusive and accessible workplace, and accommodations may be provided upon request, in all aspects of the selection process.