Marketplace Specialist

Job Summary

Handle all day to day operation activity related to orders processing and delivery of the Marketplaces, 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/Marketplace to ensure we pick, pack, ship and deliver the correct items and deliver to right customer on time, including resolving customer/Marketplace complaints and maintaining customer/Marketplace satisfaction.

Primary Accountabilities & Responsibilities.

-Monitor processes and perform tasks related to orders processing, packing and handing over customers' orders .

-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 daily and weekly basis.

-Monitor pickers, QC, and packers' performance to ensure they pick, pack and ship the right products, and improve performance to reach the fastest way to process customer orders.

Resolve exceptions to the normal order processing and returns workflow including resolving any shipping issues with customer and couriers.

-Oversee the implementation of customer service / Marketplace standards and ensure customer satisfaction / Marketplace and efficient handling of customer complaints. Work with Customer Service department / Marketplace to resolve customer Complaints/Inquiries.

-Handle products returns and cancelations and ensure accurate entry into systems of SACO and Marketplace portal.

-Ensure proper packing for the shipments and follow Strick QC process.

-Maintain an accurate reconciliation between SACO and Marketplace records in terms of orders, sales, invoices, inventory, returns and cancelations.

KPIs: Financial (Sales, Shrink, Expenses), Operational (AOV, Fulfilment Rate,), Service (Store Rating), Marketing (Customer Count).

Required Education : Bachelor’s degree

Required Experience: Minimum: 3 previous experience in a similar role in managing Marketplaces ( Amazon , Noon , etc.. ) and Ecommerce Operations.

Required Skills : Excellent spoken and written communication skills in English and Arabic. Experience in Excel and utilizing computer systems.

SAP systems

Other requirements : Preferable warehouse experience, product knowledge and SAP experience.