E-commerce Operations & Logistics Supervisor

About the Company

Nokhbat Segadty Trading Company operates an e-commerce store, retail branches, seasonal exhibitions, and an external manufacturing line for custom seating products.

Our operations are managed through an integrated ecosystem that includes:

• Zid for e-commerce orders.
• Amazon, Trendyol, and other marketplaces.
• WMS for inventory and warehouse transactions.
• ClickUp for task management, documentation, and operational follow-up.
• External fulfillment, logistics, courier, and manufacturing partners. We also have a unified and approved 182-page Operations Manual covering procedures, responsibilities, required evidence, common errors, and escalation paths. You will not be starting from scratch; you will inherit an established operating system and be responsible for managing, enforcing, and improving it.

Role Summary

We are looking for an experienced Operations & Logistics Manager to lead the complete order and fulfillment cycle—from the moment an order is received through Zid or a marketplace, through picking, packing, fulfillment, shipping, and final delivery to the customer.

The role includes managing warehouse and inventory activities through the WMS, overseeing fulfillment and courier partners, managing marketplace operations, coordinating stock replenishment for branches and seasonal exhibitions, supervising external manufacturing, and ensuring that all teams comply with the approved service level agreements.

This is a hands-on leadership role that requires strong operational ownership, attention to detail, analytical thinking, and the ability to identify root causes rather than only resolving individual incidents.

Key Responsibilities

E-Commerce and Order Fulfillment

• Manage and monitor daily orders through the Zid Dashboard.
• Oversee the complete order lifecycle from order receipt to picking, packing, shipping, delivery, cancellation, return, or final closure.
• Ensure that no order remains in any operational status beyond the approved processing time.
• Review and process incoming orders and confirm that they are ready for fulfillment.
• Coordinate picking, packing, and order fulfillment with warehouse and fulfillment teams.
• Monitor pending, delayed, cancelled, and exception orders and take immediate corrective action.
• Resolve operational issues involving missing products, incorrect quantities, duplicate orders, cancellations, exchanges, and returns.
• Ensure all order statuses are accurate and updated across Zid, the WMS, fulfillment systems, and courier systems.
• Investigate recurring order issues, identify their root causes, and implement preventive actions.

Marketplace Operations

• Manage daily operations across Amazon, Trendyol, and other marketplaces.
• Process and monitor marketplace orders according to each platform’s operational requirements and service level agreements.
• Monitor cancellations, returns, delayed orders, failed fulfillment, and marketplace penalties.
• Ensure order and shipment statuses are updated accurately across all platforms.
• Coordinate product availability and inventory synchronization between the e-commerce store and marketplaces.
• Resolve issues related to stock keeping units, barcodes, product mapping, bundles, and inventory synchronization.
• Ensure marketplace orders are deducted from the correct inventory location.
• Coordinate with the technical team to maintain and improve marketplace integrations and automation.
• Identify operational issues that may negatively affect marketplace ratings, account health, or customer experience.

Warehouse and Inventory Management

• Manage inventory movements and warehouse transactions through the WMS.
• Ensure that all receipts, issues, returns, transfers, damaged items, and stock adjustments are supported by approved documents.
• Monitor stock accuracy and reconcile physical inventory with system inventory.
• Investigate inventory discrepancies and resolve them before they become financial losses.
• Ensure accurate stock keeping unit and barcode mapping across all sales channels.
• Monitor low-stock and out-of-stock products and initiate replenishment when required.
• Supervise bundle assembly and disassembly and ensure all related movements are documented correctly.
• Control internal stock transfers and ensure the receiving and issuing locations record each movement accurately.
• Prevent unauthorized manual inventory adjustments and maintain a complete audit trail for every stock movement.
• Conduct periodic inventory reconciliation with fulfillment partners.

Branch and Seasonal Exhibition Coordination

• Manage stock replenishment and transfers between the main warehouse, retail branches, and seasonal exhibitions.
• Ensure all transfers are processed through the approved official workflow.
• Confirm that each transfer includes the required system files, warehouse documents, and signed issue vouchers.
• Monitor branch stock availability and coordinate replenishment based on actual sales and forecasted demand.
• Support the operational setup and stock preparation of new branches and seasonal exhibitions.
• Ensure transfers do not create unexplained inventory differences between locations.

Shipping and Logistics Operations

• Manage daily coordination with courier, logistics, and fulfillment partners.
• Ensure each order is assigned to the appropriate shipping provider based on location, cost, service quality, and delivery requirements.
• Monitor airway bill creation, shipment pickup, dispatch, delivery status, failed delivery, and returns.
• Reconcile shipment statuses between the company’s systems and courier platforms.
• Follow up on shipments that remain in “Ready,” “Pending,” or other delayed statuses beyond the approved service level.
• Resolve delivery issues in coordination with couriers, warehouse teams, fulfillment partners, and customer service.
• Analyze courier performance, delivery times, failure rates, return rates, and recurring complaints.
• Escalate repeated failures and recommend changing the courier or fulfillment provider when necessary.
• Review shipping costs and ensure that invoices and surcharges comply with approved commercial agreements.
• Support and monitor shipments to Gulf Cooperation Council countries.

External Manufacturing Operations

• Supervise external manufacturing of custom seating and related products.
• Monitor production schedules, delivery commitments, quality standards, and pending orders.
• Coordinate with workshops and suppliers to resolve delays and quality issues.
• Track customer complaints related to manufacturing quality and ensure corrective action is completed.
• Apply approved delay deductions, quality compensation, and financial settlements.
• Coordinate with finance to ensure accurate settlement of manufacturing charges, deductions, and compensation.
• Identify recurring production defects and escalate them to senior management with corrective recommendations.

Team Leadership and Daily Operations

• Lead warehouse, logistics, fulfillment, and order-processing teams.
• Set daily operational priorities and assign responsibilities clearly.
• Monitor employee productivity, order accuracy, and compliance with approved procedures.
• Ensure every outgoing shipment is scanned and documented through the approved tracking sheet.
• Hold team members accountable for delays, errors, missing documentation, and unclosed tasks.
• Train new employees using the approved Operations Manual and confirm their understanding of each procedure.
• Ensure tasks and operational evidence are documented through ClickUp.
• Maintain clear ownership of every pending issue until it is fully resolved and closed.

Operations Control, Reporting, and Improvement

• Prepare daily, weekly, and monthly operational reports.
• Track order fulfillment, delays, cancellations, returns, inventory discrepancies, delivery failures, and operational errors.
• Build and maintain operational dashboards using raw data from different systems.
• Monitor performance against approved key performance indicators and service level agreements.
• Identify recurring issues and conduct root-cause analysis.
• Implement corrective and preventive actions and measure whether they successfully resolved the problem.
• Recommend automation opportunities that reduce manual work and operational errors.
• Update the Operations Manual and workflows whenever a process, system, responsibility, or policy changes.
• Ensure that every process has a clearly assigned owner, completion deadline, required evidence, and escalation path.
• Coordinate continuously between E-Commerce, Marketplaces, Warehouse, Branches, Customer Service, Finance, Technical, Fulfillment, Logistics, and External Manufacturing teams.

Requirements

• Minimum of six years of experience in operations, logistics, e-commerce fulfillment, retail operations, or a similar field.
• Proven leadership experience managing warehouse, fulfillment, logistics, or e-commerce operations teams.
• Hands-on experience with a Warehouse Management System.
• Experience using ClickUp or a similar task-management and documentation platform.
• Strong experience in order processing, inventory management, fulfillment, shipping, and operational reconciliation.
• Ability to create, document, implement, and measure operational procedures—not only execute them.
• Experience managing external parties such as couriers, fulfillment providers, warehouses, suppliers, or manufacturing workshops.
• Strong numerical and analytical skills, including shipping-cost calculations, inventory variance analysis, and operational performance measurement.
• Strong proficiency in Excel and Google Sheets.
• Ability to create reports and dashboards from raw operational data.
• Strong problem-solving and root-cause analysis skills.
• Ability to manage a high volume of orders and coordinate across several teams.
• Strong attention to detail and a high level of ownership.
• Professional working proficiency in Arabic and English.

Preferred Qualifications

The following experience is an advantage but is not mandatory:

• Experience with Zid or a similar e-commerce platform.
• Experience with Amazon Seller Central, Trendyol, or other marketplaces.
• Experience with marketplace integrations and inventory synchronization.
• Experience opening and replenishing retail branches or seasonal exhibitions.
• Experience shipping orders to Gulf Cooperation Council countries.
• Experience supervising external manufacturing operations.
• Experience building automated operational dashboards.
• Experience using artificial intelligence tools for reporting, analysis, dashboards, automation, or process improvement.

Key Performance Indicators

Performance in this role will be measured through:

• On-Time Fulfillment Rate.
• Order Processing Time.
• Order Accuracy Rate.
• Marketplace Service Level Agreement Compliance.
• Number and Age of Pending and Delayed Orders.
• Order Cancellation Rate.
• Inventory Accuracy.
• Stock Availability.
• Inventory Reconciliation Differences.
• Return and Failed Delivery Rate.
• Courier and Fulfillment Partner Performance.
• Issue Resolution Time.
• Branch Replenishment Accuracy.
• External Manufacturing Lead Time and Quality.
• Compliance with Approved Procedures.
• Overall Operational Efficiency.

What We Offer

• A documented operational system with a 182-page Operations Manual, approved policies, clear responsibilities, and defined authority.
• An established operating structure that you will manage and improve.
• Genuine decision-making authority, including courier selection, stock-transfer approval, operational escalation, and partner-performance decisions.
• Direct communication with the General Manager without unnecessary management layers.
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