BlackRabbit تعلن عن وظيفة أخصائي عمليات الطلبات للتجارة الإلكترونية والتجزئة في الرياض

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.