5288 وظيفة Online Orders Customer Support Executive قريبًا مني

Job Summary

The E-commerce, Marketplace & Logistics Executive is responsible for managing the company’s website and third-party marketplace accounts, processing online orders, maintaining product listings, coordinating deliveries, and ensuring a smooth customer experience from order placement to final delivery.

The role works closely with inventory, sales, customer support, finance, marketing, warehouse, and delivery teams to ensure product information is accurate, orders are fulfilled on time, and online sales targets are achieved.

Key Responsibilities

Website Management

• Maintain products, categories, prices, images, descriptions, variations, and stock availability on the company website.
• Upload new products and deactivate unavailable or discontinued products promptly.
• Maintain promotional banners, collections, bundles, discount codes, and landing pages.
• Ensure product information and website content are accurate and consistent.
• Check the website regularly for broken links, incorrect prices, checkout errors, and payment issues.
• Coordinate technical issues and required improvements with developers or service providers.
• Improve website navigation, search functionality, merchandising, and customer experience.

Marketplace Management

• Manage the company’s seller accounts across approved online marketplaces and delivery platforms.
• Create, update, and optimize product listings according to each platform’s requirements.
• Maintain accurate product titles, descriptions, images, prices, stock levels, variations, and delivery information.
• Ensure consistency between the company website, marketplaces, POS, ERP, and actual inventory.
• Monitor marketplace orders, customer messages, reviews, returns, cancellations, penalties, and account-health metrics.
• Update prices and stock promptly to prevent overselling and order cancellations.
• Participate in marketplace campaigns, promotions, sponsored listings, and seasonal events.
• Coordinate platform commissions, fees, settlements, and deductions with Finance.
• Raise and follow up on marketplace disputes, incorrect charges, payment issues, and rejected claims.
• Maintain compliance with marketplace policies and service-level requirements.
• Develop new marketplace accounts and manage platform onboarding when required.

Online Order Management

• Monitor and process orders received through the website, marketplaces, WhatsApp, and other approved channels.
• Verify customer details, products, quantities, prices, payments, and delivery instructions.
• Confirm stock availability before releasing orders for preparation.
• Coordinate picking, packing, labelling, dispatch, collection, and delivery.
• Update order status accurately across all relevant systems.
• Prioritize urgent and time-sensitive orders.
• Contact customers regarding unavailable products, approved alternatives, address issues, or delivery delays.
• Monitor incomplete, duplicated, failed, cancelled, returned, and refunded orders.
• Ensure all orders are completed within the committed service timelines.

Logistics and Delivery Coordination

• Plan and coordinate daily deliveries with internal drivers and external courier partners.
• Assign orders based on location, delivery priority, capacity, and committed time.
• Prepare delivery schedules, dispatch lists, labels, and supporting documents.
• Verify customer address, contact details, payment status, and delivery instructions before dispatch.
• Track deliveries from dispatch to successful completion.
• Communicate delivery status, delays, failed attempts, and rescheduling requirements to customers.
• Coordinate urgent, same-day, scheduled, and special-instruction deliveries.
• Monitor proof of delivery and close completed orders in the system.
• Manage failed deliveries, damaged orders, returns, redeliveries, and customer refusals.
• Evaluate courier performance, delivery costs, turnaround times, and service quality.
• Verify courier invoices and cash-on-delivery settlements with Finance.
• Recommend route, packaging, courier, and delivery-process improvements.

Inventory and Pricing Coordination

• Ensure online stock levels reflect actual available inventory.
• Monitor fast-moving, low-stock, unavailable, ageing, and oversold products.
• Coordinate replenishment with purchasing, warehouse, and store teams.
• Prevent orders for unavailable products by updating all channels promptly.
• Verify prices, discounts, platform-specific offers, delivery fees, and applicable taxes.
• Investigate and report stock, price, or system discrepancies.
• Monitor online product performance and recommend action for slow-moving items.

Customer Support

• Respond to enquiries received through the website, marketplaces, email, telephone, WhatsApp, and social media.
• Assist customers with products, orders, payments, returns, and delivery information.
• Follow up on abandoned carts and incomplete orders when appropriate.
• Resolve complaints related to products, website use, payments, and deliveries.
• Process approved returns, refunds, replacements, and exchanges.
• Monitor marketplace ratings, reviews, and customer-feedback scores.
• Escalate serious or recurring issues to management.
• Maintain prompt, accurate, and professional communication.

Promotions and Digital Merchandising

• Coordinate promotions across the website and marketplace channels.
• Set up promotional prices, bundles, coupon codes, featured products, and campaign pages.
• Confirm stock, pricing, content, and campaign dates before launch.
• Test offers and discount codes before publishing.
• Remove expired promotions and restore standard prices promptly.
• Use product recommendations, cross-selling, and upselling to increase order value.
• Ensure the online storefront remains attractive, accurate, and commercially effective.

AI Tools and Automation

• Use approved AI tools to create and improve product descriptions, promotional content, customer messages, and reports.
• Use AI-assisted analysis to identify product trends, customer preferences, operational issues, and sales opportunities.
• Develop reusable prompts and templates for routine e-commerce and logistics activities.
• Automate approved order updates, inventory alerts, customer follow-ups, and reporting processes.
• Use available tools to support route planning, demand forecasting, and delivery analysis.
• Review all AI-generated content and recommendations before use.
• Protect customer, pricing, financial, and company information when using AI platforms.
• Recommend automation opportunities that improve accuracy, response time, and productivity.

Reporting and Analysis

• Prepare daily, weekly, and monthly sales, marketplace, and logistics reports.
• Track online revenue, orders, conversion rate, average order value, cancellations, refunds, and repeat purchases.
• Report performance separately for the website and each marketplace.
• Monitor marketplace commissions, fees, settlements, deductions, and profitability.
• Track delivery volumes, costs, success rates, delays, failed deliveries, and returns.
• Analyse website traffic, cart abandonment, product performance, and campaign results.
• Report stock discrepancies, fulfilment delays, customer complaints, and system issues.
• Recommend actions to improve sales, profitability, fulfilment, and customer experience.

Qualifications and Experience

• Bachelor’s degree or diploma in E-commerce, Marketing, Logistics, Supply Chain, Business Administration, or a related field.
• At least 2–4 years of experience in e-commerce, marketplace management, online order fulfilment, or logistics coordination.
• Experience with platforms such as Shopify, WooCommerce, Magento, Amazon, Noon, Talabat, Deliveroo, or equivalent systems is preferred.
• Familiarity with marketplace seller portals, POS, ERP, inventory, payment-gateway, and courier-management systems.
• Working knowledge of digital marketing, SEO, online merchandising, order fulfilment, and last-mile delivery.
• Proficiency in Microsoft Excel, content-management systems, reporting tools, and approved AI applications.
• Basic image-editing and content-creation skills are an advantage.

Pay: AED4,000.00 - AED8,000.00 per month

Work Location: In person