who are we
We are a leading partner for luxury throughout the Middle East. With over 600 stores, 300 brands and over 65 years of experience in the region, we have become a major player in the beauty, fashion and gift sectors, by providing outstanding service to our partners and delighting all our customers. We are rapidly moving from a traditional luxury distributor and retailer in the Middle East, to a hybrid retailer that brings luxury experiences to the fingertips of customers everywhere.
To support the next phase of our growth, we look forward to building a world class team. From physical retail to supply chain and customer loyalty, we aim to use technology and data to continually improve every aspect of our operations. We are looking for the best talent to join us on this journey of exploring new horizons together.
what are you going to do
Our E-Commerce Operations Supervisor is responsible for overseeing customer inquiries, process and online order submission ensuring that customer touch points are as high as possible.
organizational:
Follow all relevant e-commerce policies and processes and standard operating procedures so that work is carried out in a controlled and consistent manner
Employment:
• Follow the day-to-day activities related to the particular job with minimal supervision to ensure business continuity
• Follow up on cases/problems/questions escalated to junior team members to ensure they are closed efficiently and in a timely manner
Customer service:
• Provide high levels of customer service
• Communicate with stock room and logistics provider on all shipping and inventory issues
• E-commerce returns process
• Liaise with internal and external departments and partners to ensure a smooth customer experience
• Maximize sales opportunities and help customers place orders over the phone
• Handle complaints in an effective manner and refer to the manager when necessary
• Record all customer feedback and contacts
• Seek advice from a designer to provide advice on styling and sizing to clients, cross-selling, and stocking referrals
• Assist in customer retention projects and build rapport with existing clients
• Maintain customer feedback reports
• Keep a waiting list of customers interested in upcoming styles
• Maintain expert knowledge of products and policies, products available for sale, promotions, shipping options and customer services
• Picking, Packing and Shipping:
• Supervising the selection, gift wrapping, packing and shipping of all orders sent
• Ensure that orders are dispatched in a manner consistent with customer service standards
• Ensure accurate billing of all orders
• Ensure that equipment used in the picking and shipping areas is used in a productive, fully stocked and orderly manner to ensure proper management
• Maintain a full understanding of the POS and software systems used in picking, packing and shipping
• Liaising with delivery companies to ensure that orders are shipped in a timely manner
performance monitoring:
• Create and maintain metrics for management and provide frequent communication and feedback to management to improve quality and productivity
• Assisting with problem-solving and making informed decisions that affect service and productivity in the picking, packing, shipping and/or other warehouse/execution departments
• Communicate effectively with the distribution/logistics department on all related issues
• Provide coordination, evaluation and continuous improvement of the management process
• Set priorities and manage time wisely in a fast-paced environment
What we can offer you
With us you will turn your aspirations into reality. We will help shape your journey by enriching experiences, learning and development opportunities, and exposure to different assignments within your role or through internal mobility. Our group offers diverse career paths for those extraordinary, every day.
We understand the value you bring, and strive to provide a competitive benefits package that includes healthcare, child education contribution, remote and flexible work policies, as well as exclusive employee discounts.
The Chalhoub Group has been the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.
Blending its experience in the Middle East and its intimate knowledge of luxury, Chalhoub Group is building brands in the region, by providing outstanding service to all its partners and a unique experience to its customers through its passionate teams.
With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as operating more than 470 retail outlets, the group’s success is attributed to its most valuable assets of highly skilled and dedicated teams. Professionalism and passion are what fuels the competitive advantage of the Chalhoub Group in today’s market.
Through its commitment to implement sustainable practices in its business, in 2013 the Chalhoub Group was awarded the CSR Label from the Dubai Chamber of Commerce.