THe job
This role encompasses order processing, logistics coordination, and customer experience to ensure seamless ecommerce fulfillment. Responsibilities include managing orders from payment to delivery with precision, working across platforms like Checkout.com, Tabby, Tamara, commercetools, and ERP systems, and coordinating with internal teams, partner stores, logistics providers, and customers. The role also involves handling service inquiries in both Arabic and English.
Job Description
Order Management & Payment Reconciliation
- Reviewing and verifying customer payments across Checkout.com, Tabby, and Tamara
- Reconciling payment data with orders in commercetools and the ERP
- Processing, updating, and tracking order statuses accurately through internal systems
Fulfillment & Logistics Coordination
- Coordinating with stores, warehouses, and logistics partners to facilitate smooth and timely deliveries
- Monitoring the end-to-end order lifecycle, proactively flagging and resolving any delays or discrepancies
Customer Service
- Responding to customer inquiries, complaints, and order status requests across channels (email, phone, WhatsApp/chat)
- Providing timely, clear, and courteous support in both Arabic and English
Cross-functional Collaboration
- Liaising between customer support, logistics, merchandising, and store teams to resolve order or inventory-related issues
- Ensuring alignment between customer expectations and backend processes
Reporting & Documentation
- Maintaining up-to-date records of orders processed, escalations, and issue resolutions
- Generating daily/weekly Excel-based reports and trackers
profile
- 1–3 years of experience in order processing, logistics coordination, or ecommerce customer service.
- Fluency in Arabic and English (verbal and written) is a mandatory
- Prior experience or exposure to Checkout.com, Tabby, Tamara, commercetools, or ERP systems is highly desirable
- Strong grasp of Microsoft Excel for reporting and operational tracking. Proficiency with Excel formulas, pivot tables, and data filters is essential
- Exceptional communication and coordination skills, with the ability to handle multiple moving parts and priorities
- A polished, composed demeanor and a customer-first mindset
- Comfortable working in a fast-paced, detail-intensive environment where ownership is key
