E-Commerce Specialist | Retail | Watsons | KSA

Job Requisition ID: 165164

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organisation to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the Role
The E-Commerce Specialist is primarily responsible for managing website operations, overseeing the fulfillment process (including pick and pack of online orders), and coordinating with customer service to ensure a seamless shopping experience. The role involves monitoring orders to ensure they are accurately processed, dispatched, and delivered on time, handling returns and refunds when necessary, and maintaining up-to-date product listings to drive sales and customer satisfaction, ultimately supporting business growth.

What You Will Do

Order Fulfillment & Delivery

• Ensures the pick-and-pack process is conducted accurately to prepare and dispatch orders for delivery.
• Monitors delivery status to confirm timely and successful delivery of parcels to customers.
• Coordinates with couriers to troubleshoot and resolve any issues with parcel delivery, ensuring customer expectations are met.
• Updates and maintains records of deliveries to support operational efficiency and customer satisfaction.

Customer Service Liaison

• Works closely with customer service to address inquiries related to order status, delivery issues, and product information.
• Provides customers with timely updates regarding order and delivery status to enhance transparency and trust.
• Handles customer complaints professionally, using set service standards to resolve issues within scope of control.

Returns & Refund Management

• Manages the return and refund process in accordance with company policies, ensuring accuracy and efficiency.
• Processes refunds promptly, maintains clear records, and monitors patterns to support inventory management and customer service standards.

Website Maintenance

• Regularly updates product listings, descriptions, and prices on the website to reflect current inventory and pricing accurately.
• Ensures website functionality and aesthetics are maintained, troubleshooting and escalating issues as needed to ensure a positive user experience.
• Coordinates with marketing to support website promotions and seasonal campaigns through accurate and attractive online presentation.

Required Skills to Be Successful

• Familiarity with e-commerce platforms, logistics, and order fulfillment processes.
• Strong organizational, communication, and problem-solving skills to manage multiple aspects of the e-commerce process.
• Customer service oriented with a proactive approach to handling inquiries, issues, and opportunities for improved customer satisfaction.
• Basic computer and digital skills, with an eye for detail in managing website content and customer records.
• Ability to collaborate effectively with customer service and logistics teams to meet business objectives.

What Equips You for the Role

• Education: Bachelor’s Degree in Business, E-Commerce, or a related field (preferred but not essential).
• Minimum Experience and Knowledge: 1-3 years of experience in e-commerce, customer service, or logistics.