Operations Supervisor

About the Role

Handle all day-to-day operation activity related to orders processing and delivery, including the management of the operations team on the floor, and follow-up with internal stakeholders such as stores and DC, and external stakeholders such as Couriers to ensure we pick, pack, ship and deliver the correct items and deliver to right customer on time, including resolving customer complaints and maintaining customer satisfaction.

Responsibilities

• Monitor processes and perform tasks related to order processing, distribution, and customer service.
• Maintain daily communication with our distribution centers and stores and ensure that the operation is handled properly.
• Create and review operations reports to manage operations tasks on a daily and weekly basis.
• Ensure that customer orders are prepared and processed quickly and efficiently.
• Monitor pickers, QC, and packers' performance to ensure they pick, pack, and ship the right articles, and improve performance to reach the fastest way to process customer orders.
• Follow up with couriers until they deliver the orders on time and to the correct address.
• Resolve exceptions to the normal order processing and returns workflow, including resolving any shipping issues with customers and couriers.
• Oversee the implementation of customer service standards and ensure customer satisfaction and efficient handling of customer complaints.
• Handle product returns and cancelations and ensure accurate entry into SACO systems.
• Maintain an accurate reconciliation between records in terms of orders, sales, invoices, inventory, returns, and cancelations.
• Promote and uphold SACO's commitments to customers of Top Quality, Wide Variety, Superior Service, Great Value, and True Sustainability.

KPIs:

• Financial (Sales, Shrink, Expenses)
• Operational (Delivery OTIF, OPMH, Fulfilment Rate)
• Service (CSAT, Complaints Rate, Average Ticket Time)
• Marketing (Customer Count, Customer Retention Rate)

Qualifications

• Bachelor’s degree OR Diploma

Required Skills

• 2 Years in retail operations or logistics
• Previous experience in a similar role in e-commerce preferred.
• Excellent spoken and written communication skills in English and Arabic.
• Excellent customer service attitude and problem-solving skills.
• Experience in Excel and utilizing computer systems.

Preferred Skills

• Preferable retail experience, product knowledge and SAP experience.