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Ecommerce Operations Supervisor

1 month ago

Dubai, United Arab Emirates Chalhoub Group Full time

**INSPIRE | EXHILARATE | DELIGHT**

For over six decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. The Group, in its endeavour to excel as a hybrid retailer, has reinforced its distribution and marketing services with a portfolio of eight owned brands and over 300 international brands in the luxury, beauty, fashion, and art de vivre categories. More recently, the Group expanded its expertise into new categories of luxury watches, jewellery, and eyewear.

Every step at Chalhoub Group is taken with the customer at heart. Be it constantly reinventing itself or focusing on innovation to provide luxury experiences at over 750+ experiential retail stores, online and through mobile apps, each touch point leads to delighting the customer.

Today, Chalhoub Group stands for 14,000 skilled and talented professionals across seven countries, whose cohesive efforts have resulted in the Group being ranked third in the Middle East and first in Saudi Arabia as a Great Place to Work.

To keep the innovation journey going, the Group has set up “The Greenhouse”, which is not just an innovation hub, but also an incubator space and accelerator for start-ups and small businesses in the region and internationally. This is just one of the several initiatives taken by the Group to reinvent itself, catalysed by forward thinking and future-proofing. The Group has also been embedding sustainability at the core of its business strategy with a clear commitment towards people, partners and the planet, and by being a member of the United Nations Global Compact Community and signatory of the Women's Empowerment Principles.

**The role**

The eCommerce Operations Supervisor will oversee customer enquiries, along with the process and dispatch of online orders to ensure customer touch points are of the highest possible standard.

**What you'll be doing**:
Organizational:

- Follow all relevant eCommerce policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner

Operational:

- Follow the day-to-day activities related to own job with mínimal supervision to ensure continuity of work
- Follow-up on escalated cases /issues/questions of junior team members to ensure they are closed efficiently and in a timely manner

Customer Service:

- Deliver high levels of customer service
- Communicate with stock room and logistics provider on all shipping and stock issues
- Process ecommerce returns
- Liaise with internal and external departments and partners to ensure a seamless customer experience
- Maximize sales opportunities and assist customers placing phone orders
- Handle complaints in an effective way and refer to a manager where necessary
- Record all customer feedback and contacts
- Seek advice the stylist to offer styling and sizing advice to customers, cross selling and store referrals
- Assist with customer retention projects and build a rapport with existing customers
- Maintain customer feedback reports
- Keep a waiting list for customers interested in upcoming styles
- Maintain expert knowledge of products and policies, available for sale products and promotions, shipping options and customer services

Picking, Packing and Shipping:

- Oversee picking, gift wrapping, packing and shipping of all orders dispatched
- Ensure orders are dispatched in a manner that is consistent with customer service standards
- Ensure invoicing for all orders is accurate
- Ensure equipment used in the picking and shipping areas is used in a productive manner, is fully stocked and organized to ensure smooth running of the department
- Maintain a complete understanding of POS and software systems used to pick, pack and ship
- Liaise with delivery companies to ensure orders are shipped in a timely manner

Performance Monitoring:

- Establish and maintain metrics for Department and provide frequent communication and feedback to management to enhance quality and productivity
- Help solve problems and make informed decisions that affect the service, and productivity of the Picking, Packing, Shipping and/or other warehouse/fulfillment departments
- To communicate effectively with management, distribution/logistics department on all relevant issues
- Provide coordination, evaluation, and continuous process improvement of the department
- Adjust priorities and manage time wisely in a fast-paced environment

**What you'll need to succeed**:

- Be an adaptable team player
- Good communication skills
- Be customer oriented
- Have good business acumen
- Be detail driven
- University Degree in Business Administration or any relevant field
- A minimum of 4 years of relevant experience with at least 2 years in a similar role

**What we can offer you**

With us, you will turn your aspirations into reality. We will help shape your journey through enriching experiences, learning and development opportunities and exposure to different assignments within your role or throu