BlackRabbit — الرياض - منطقة الرياض — دوام كامل
Job Title: E-Commerce & Retail Order Operations Specialist
Department: Operations & Retail Logistics
Reports To: Operations Manager / E-Commerce Manager
Location: Riyadh, KSA
Job Type: Full-Time
Position Summary:
We are seeking a detail-oriented E-Commerce & Retail Order Operations Specialist to handle day-to-day order management, execution, and customer fulfillment across our online store and retail operations. In this hands-on operational role, you will manually process, verify, update, and route orders across our online store portal, retail POS, ERP, and CRM platforms—ensuring accurate order status, timely dispatch, and flawless tracking without needing to manage back-end software coding or system integrations.
Key Responsibilities:
1. Daily Order Processing & Execution
Bullet Order Processing: Monitor, review, and manually verify incoming orders from the online store, enterprise ERP, and retail system.
Bullet Order Status Management: Update order statuses (Pending, Approved, In Fulfillment, Shipped, Delivered) across systems to reflect live fulfillment status.
Bullet Exceptions & On-Hold Orders: Spot-check flagged orders (payment holds, invalid shipping addresses, out-of-stock items) and resolve discrepancies with sales or customer service teams.
2. Cross-System Data Handling & Manual Reconciliation
Bullet Order Data Entry: Input, transfer, and verify order details, customer profiles, purchase orders (POs), and receipts across the online store dashboard, ERP, and CRM.
Bullet Inventory Tracking: Check available stock levels across store locations and warehouses before approving orders for picking and packing.
Bullet Return & Exchange Handling: Process customer returns, cancellations, store credits, and replacements manually in both the retail POS/ERP and online store.
3. Fulfillment & Courier Coordination
Bullet Dispatch & Label Generation: Create shipping labels, commercial invoices, and waybills (AWBs) through local and international courier portals.
Bullet Delivery Tracking: Track outbound packages, communicate with logistics/courier reps for delayed shipments, and update tracking numbers for customers.
Bullet Retail Store Coordination: Coordinate store-pickup (BOPIS) orders directly with retail floor staff to ensure items are set aside promptly.
4. Customer Support & Operational Assistance
Bullet Customer Order Inquiries: Provide order status updates, delivery estimates, and modification assistance to the customer service team.
Bullet Daily Reporting: Log daily order totals, pending backorders, and returned items for operational management review.
Required Qualifications & Experience:
Bullet Experience: 2+ years of hands-on experience in order management, retail operations, or e-commerce fulfillment.
Bullet Platform Familiarity: Direct experience navigating and using online storefront dashboards (e.g., Shopify, Magento, WooCommerce), ERP systems (e.g., Odoo, SAP, NetSuite), and CRM platforms (e.g., Zoho, HubSpot, Salesforce).
Bullet Skills: Excellent data-entry accuracy, high attention to detail, strong problem-solving skills, and clear communication abilities.
Bullet Tools: Proficiency in Microsoft Excel / Google Sheets for order tracking and inventory logs.
Key Performance Indicators (KPIs)
Bullet Order Processing Speed: Average time taken to move orders from "Received" to "Ready for Dispatch."
Bullet Order Accuracy Rate: Percentage of orders processed without address, item, or quantity errors.
Bullet Return & RMA Processing Time: Speed of resolving return requests and issuing replacements/refunds.
Bullet Backorder Resolution Rate: Efficiency in resolving stuck, delayed, or flagged customer orders.