About this job
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eCommerce Operations Administrator - Factory Outlet - Chalhoub Group

JOBLUX - UAE , United Arab Emirates

Job description

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the Group has become a major player in the beauty, fashion and gift sectors regionally. By blending its Middle East expertise and intimate knowledge of luxury, the Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

We are currently looking for a eCommerce Operations Administrator for our Factory Outlet, to join us in this continued mission.

What You’ll Do:
You will be responsible for day-to-day eCommerce operations, on an end-to-end perspective from order management to returns. You are also responsible for the stock control and the quality of service and relationship management with Guests.

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

Operational:
Implement activities under close supervision
Escalate complex problems to the relevant person to ensure case/issue is closed efficiently and in timely a manner

O rders Operations:
Receive the orders from eCommerce back office, and process them into the POS
Maintain the stock level and liaise with management to ensure replenishment and deliveries
Audit the stock levels and check the consistency of the data through the different platforms and software used, and in coordination with eCommerce – Merchandise Analyst. Ensure that discrepancies and variances during stock take and cycle counting are properly identified and communicated to Back-office
Manage order preparation and shipment respecting Business rules and requests (time, quantity and quality)
Ensure invoicing for all orders is done accurately and according to the guidelines. Print the invoice and attach it to the order shipment
Update order status on the monitor
Manage the shipment provider, proceed to handover and follow up on delivery process
To ensure all documentation and stock updates are done in a timely manner
Laise with Front-Of-House/Concierge Desk whenever it is needed to provide any required information and solve any issue with Customer (returns, refunds, cancellation, claims…)

Returns / Refund Management:
Manage the return process by entering returns in the order management tool:
Reception of the returned order
Quality control of the products
Process validation according to the business specifications for RMA
In case of product replacement prepare the next shipment, and in case of refund ensure the customer has been credited

Customer Service:
Handle inbound and outbound customer queries related to the customer accounts, loyalty membership and/or product purchases via a variety of channels (email, telephone, mobile)
Ensure a quick resolution of Customer queries while offering the highest level of customer service
Investigate any issues raised and revert to the Customer
Respond to e-mails received within the SLA and guidelines framework, professionally and with an all-encompassing response
Escalate high profile customer complaints to management
Make any outbound calls required to follow-up on Customer’s enquiries and requests, members/customers surveys or any other calls as required from time-to-time
Perform Data Capture functions to complete member registration or order management and enter details into the database, process manual transactions and any other ad hoc work that may the required
Establish and maintain metrics and provide frequent communication and feedback to management to enhance quality and productivity
Produce operation reports and customer management reports
Help solve problems and make informed decisions that affect the service, and productivity
Asess, evaluate and propose continuous process improvement
Adjust priorities and manage time wisely in a fast-paced environment

What you need to succeed:
Team Player
Communicator
Customer Oriented
Business Acumen
Detail Driven
University Degree in Business Administration or any relevant field
A minimum of 2 years of relevant experience

Aditional Information
About this company
JOBLUX is the first niche social network for luxury brands professionals and students/alumni. Our network is present globally in more than 27 countries and translated in over 9 languages. All luxury market fans keep up in an easy to use and rich quality content portal in order to succeed their niche networking, job hunt, read news, grow and collaborate.