Overview
Customer Service & Order Fulfillment Coordinator Jobs in Dubai, United Arab Emirates at Liwa Trading Enterprises LLC
Title: Customer Service & Order Fulfillment Coordinator
Company: Liwa Trading Enterprises LLC
Location: Dubai, United Arab Emirates
Job purpose:
Manage marketplace and individual customer orders, monitor inventory levels to ensure accuracy, and oversee the entire order fulfillment process, including handling returns and refunds. Maintain seamless communication with clients, partners, and internal teams through CRM systems, WhatsApp, email, and social media to address inquiries, resolve issues promptly, and enhance customer satisfaction. Track daily sales performance, provide reports to management, and collaborate with customer service representatives to align with department processes. Manage customer feedback across multiple platforms, including Google Reviews, to improve ratings and overall satisfaction. Act as the first point of contact for customer inquiries, ensuring professional, timely, and effective resolutions while maintaining high service standards and a consistent customer experience across all touchpoints.
Duties and Responsibilities:
Customer Support & Inquiries
Respond promptly to customer inquiries, ensuring professionalism and accuracy in all interactions.
Handle customer support tickets within the service level agreement (SLA).
Provide timely responses and resolve customer issues efficiently.
Address customer complaints regarding orders, products, and services while maintaining a positive demeanor.
Work with customers to resolve issues quickly, ensuring satisfaction and relationship retention.
Social Media Engagement & Customer Relations
Build and maintain strong customer relationships on platforms like Facebook and Instagram.
Actively respond to queries and complaints on social media, enhancing customer satisfaction and brand loyalty.
Improve customer ratings and reviews according to management guidelines.
Encourage customers to leave positive feedback and reviews.
Address negative reviews professionally, collaborating with management to resolve concerns and enhance the customer experience.
Returns & Refunds Processing
Process returns requests in compliance with company policies.
Track orders and documentation accurately for return requests.
Issue refunds based on the correct sales credit memo value.
Email & Communication Management
Ensure all emails are responded to within designated time frames.
Stay informed on products, promotions, and services to provide accurate information to customers.
Collect customer feedback after issue resolution, returns, or major interactions to track satisfaction levels.
Order Management & Fulfillment
Oversee efficient digital order processing and pureplay order management.
Manage sales, order fulfillment, and returns within company timelines and KPIs.
Provide operational support to improve the overall customer experience.
Identify and recommend process improvements related to order management, sales posting, and marketplace operations.
Manage inventory levels to ensure accuracy and prevent discrepancies.
Process weekly partner returns following specific channel procedures.
Update daily sales trackers for all partners to ensure performance monitoring.
Collaborate with teams to resolve issues and ensure timely order fulfillment.
Reporting & Performance Tracking
Prepare and present weekly reports on total orders, channel breakdowns, returns, and fulfillment performance.
Maintain a standard process for handling weekly marketplace returns.
Streamline order management for pureplay channels, focusing on accuracy and timeliness.
Create and maintain SLA reports …
