Hiring – Operation Coordinator – eCommerce Full Time

Job Purpose: The Operations Coordinator will play a key role in overseeing and ensuring the smooth day-to-day operations of the eCommerce business at WIBI.com.kw.

This individual will be responsible for coordinating and streamlining communication between various teams including Purchasing, Customer Service, Logistics, and After-Sales Support. The role will also involve managing operational workflows, handling customer service escalations, and ensuring timely order fulfillment to enhance overall customer satisfaction. The Operations Coordinator will ensure that all operational processes are efficient, effective, and aligned with the business’s goals.
Key Responsibilities:

1. Customer Service Escalations: – Handle escalated customer service issues such as returns, exchanges, refunds, and wrong items delivered. – Ensure prompt and professional communication with customers to resolve their concerns. – Coordinate with relevant teams to expedite the resolution of issues and ensure customer satisfaction.

2. Coordination with Different Teams: – Collaborate with the Purchasing team to ensure the timely availability of stock and coordinate stock replenishment. – Work with the Logistics team to ensure timely order fulfillment and track deliveries. – Coordinate with the After-Sales Support team to ensure smooth post-purchase experiences for customers.

3. Order Fulfillment and Customer Delight: – Monitor and ensure all orders are processed and delivered on time. – Work with internal teams to resolve order-related issues promptly and efficiently. – Focus on ensuring that customers have a delightful experience from order placement to delivery.

4. Operational Efficiency: – Ensure that operational workflows are optimized to improve efficiency and reduce delays. – Track and report on key performance indicators (KPIs) for customer service, order fulfillment, and logistics. – Identify bottlenecks or process inefficiencies and recommend improvements.

5. Issue Resolution and Escalation: – Act as a point of contact for operational issues, ensuring timely resolutions. – Work closely with teams to address customer complaints and escalate issues to management when necessary.

6. Cross-Functional Coordination: – Liaise between multiple departments (Customer Service, Purchasing, Logistics, After-Sales Support) to ensure smooth operational flow. – Ensure that all stakeholders are informed of any operational changes or issues that may impact the customer experience.

7. Reporting and Analysis: – Monitor operational performance and customer satisfaction metrics. – Provide regular reports on operational activities, highlighting successes and areas for improvement.

Qualifications & Skills:
• Proven experience in eCommerce operations or a related field.
• Excellent communication and interpersonal skills, both with customers and internal teams.
• Strong problem-solving abilities and the ability to think on your feet.
• Experience in handling customer service escalations.
• Strong organizational skills and attention to detail.
• Ability to work under pressure and meet deadlines.
• Proficiency with eCommerce platforms and order management systems.
• Familiarity with CRM tools and customer service software.
Additional Requirements:
• Bachelor’s degree in Business, Operations Management, or a related field is a plus.
• Ability to work flexible hours, including evenings and weekends if necessary.
• Experience in working in a fast-paced eCommerce environment is preferred.

Reporting Structure: This position will report directly to the eCommerce Manager or Business Head and work closely with the various teams involved in operations, customer service, and fulfillment. Interested candidates can forward the CV to :- kshibu008@gmail.com