About this job

eCommerce Operations Supervisor - 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 Supervisor for our Factory Outlet, to join us in this continued mission.

What You'll Do:
You will be responsible for overseeing customer enquiries and the process and dispatch online orders to ensure customer touch points are of the highest possible standard.

Key Areas of focus:Organizational:
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 minimal 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 service

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 need to suceed:
Team Player
Customer Oriented
Business Acumen
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

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.