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Online Supervisor

2 months ago

Dubai, United Arab Emirates Al Tayer Group Full time

**About Us**
As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few

**About the Role**
We are looking for an online supervisor to join our Bloomingdales - Store operations team to oversee In-Store fulfilment, process and dispatch online orders to ensure customer touch points are of the highest possible standard. Managing the teams; Online Customer Service and the Fulfilment/ Helper Team.

**What you will be doing?**
- Follow all relevant eCommerce policies, processes, and standard operating procedures so that work is carried out in a controlled and consistent manner.
- 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.
- Deliver high levels of customer service.
- Communicate with stock room and logistics provider on all shipping and stock issues.
- Liaise with internal and external departments and partners to ensure a seamless customer experience.
- Handle complaints in an effective way and refer to a manager where necessary.
- Record all customer feedback and contacts.
- Maintain expert knowledge of products and policies, available for sale products and promotions, shipping options and customer services.
- 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 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.
- 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.
- Manage Reports, such as the Customer Survey Net Promoter Score (NPS) and Order Cancellations etc.
- Monitor employee productivity and provide constructive feedback and coaching.
- Prepare and submit performance reports.
- Organise workflow and ensure that employees understand their duties or delegated tasks.
- Monitor employee productivity and provide constructive feedback and coaching.
- Hire and train new employees.
- Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.
- And other duties as assigned.

People Management Roles and Responsibilities
- Remaining focused and optimistic through challenging situations, adapting quickly to changing circumstances, to deliver required objectives.
- Guide and motivate subordinates to enhance performance and produce quality work and ensure that they are continuously developed for higher level roles.
- Provide leadership and direction to subordinates towards the achievement of goals and objectives.
- Ensure all new subordinates are inducted into the Online team as well as managing all set-up’s.
- Ensure all department staff are trained on all aspects of the department

**About you**
Education: Graduate in any Discipline

Experience: 5 - 7 years’ experience in a relevant field.

Knowledge and Skills
- Exposure to retail operational practices/functionality of Omni environment.
- Excellent communication, organizational and interpersonal skills.
- Computer literate with knowledge of basic accounting procedures.
- Methodical and organized approach with deadline achievement essential.
- Working efficiently under pressure, in a fast-paced environment.
- Ability to learn a variety of job descriptions.
- Leadership skills

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