LIWA Trading is rapidly expanding its online presence and aims to meet consumer demands by delivering an exceptional customer experience. The Ecommerce Customer Order and Operations Manager will play a crucial role in leading our service offerings, ensuring delivery success, and managing customer communications across all channels and platforms. The manager will be responsible for resolving issues efficiently while maintaining a seamless experience for our customers. They will also oversee marketplace relationships, managing everything from order placement to delivery and returns. Additionally, the role includes owning the complaints and customer feedback process, conducting root cause analysis to continuously improve our service offerings.
Duties and Responsibilities:
Customer Service Management:
- Lead and manage a team of customer service representatives to provide exceptional support to online customers.
- Develop and implement customer service strategies and policies to enhance customer satisfaction and loyalty.
- Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes.
Operations Management:
- Oversee the entire e-commerce operations, including order processing, fulfillment, and shipping.
- Optimize operational workflows and processes to improve efficiency and reduce costs.
- Manage inventory levels and ensure timely replenishment to avoid stockouts.
Team Leadership:
- Recruit, train, and develop a high-performing customer service team.
- Provide ongoing coaching, mentoring, and performance feedback to team members.
- Foster a positive and supportive work environment.
Performance Analysis:
- Track key performance indicators (KPIs) related to customer satisfaction, order fulfillment, and operational efficiency.
- Analyze data to identify trends and opportunities for improvement.
Problem Solving:
- Effectively troubleshoot and resolve customer issues and complaints in a timely manner.
- Identify and address operational challenges to ensure smooth business operations.
Qualifications and Experience:
- Proven experience in managing e-commerce customer service and operations.
- Essential experience managing external stakeholder relationships (Warehouse, Technology, Stores, Market Place partners etc.)
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- Proficient in e-commerce platforms and customer relationship management (CRM) systems.
- Knowledge of logistics and supply chain management is a plus.
- Ability to work under pressure and meet deadlines. Speaking a secondary language, especially Arabic is a plus