Operations Supervisor

About the Role

SACO, a Saudi Company for Hardware, is seeking an Operations Supervisor to join their team in Riyadh, Saudi Arabia. This full-time role involves managing day-to-day operational activities related to order processing and delivery, ensuring timely and accurate fulfillment while maintaining customer satisfaction. The ideal candidate will have 2-5 years of relevant experience.

Role Overview

The Operations Supervisor will oversee the operations team, coordinate with internal stakeholders such such as stores and distribution centers, and manage external couriers. Key responsibilities include ensuring correct items are picked, packed, shipped, and delivered to customers on time, as well as resolving customer complaints and upholding service standards.

Key Responsibilities

• Monitor processes and execute tasks related to order processing, distribution, and customer service.
• Maintain daily communication with distribution centers and stores to ensure smooth operations.
• Generate and review operations reports for daily and weekly task management.
• Ensure customer orders are prepared and processed quickly and efficiently.
• Monitor the performance of pickers, QC personnel, and packers to ensure accuracy and improve order processing speed.
• Track couriers to ensure timely delivery of orders to the correct addresses.
• Resolve exceptions in order processing and returns workflows, including shipping issues with customers and couriers.
• Oversee the implementation of customer service standards, ensuring customer satisfaction and efficient handling of complaints.
• Manage product returns and cancellations, ensuring accurate entry into SACO systems.
• Maintain accurate reconciliation of records for orders, sales, invoices, inventory, returns, and cancellations.
• Promote and uphold SACO's commitments to customers regarding Top Quality, Wide Variety, Superior Service, Great Value, and True Sustainability.

Performance Indicators

Performance in this role will be measured against key indicators across several areas:

• Financial: Sales, Shrink, Expenses
• Operational: Delivery On-Time In-Full (OTIF), Orders Per Man-Hour (OPMH), Fulfillment Rate
• Service: Customer Satisfaction (CSAT), Complaints Rate, Average Ticket Time
• Marketing: Customer Count, Customer Retention Rate

Experience Required

Candidates should possess 2-5 years of experience in operations management or a related field.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring active management of daily operations and coordination with various internal and external teams.