We’re Hiring | Customer Service & Order Coordination Officer
Rivage is seeking a Customer Service & Order Coordination Officer to support local and international customers and coordinate orders from initial inquiry and confirmation through delivery and after-sales service.
This role works closely with Sales, Accounting, Warehouses, and Shipping teams to ensure timely order processing and responsive customer service.
Key Responsibilities
- Respond to customer inquiries via phone, WhatsApp, social media, and email during designated service hours.
- Provide accurate information about products, prices, promotions, and approved shipping, exchange, and return policies.
- Receive and enter orders into the website or order management system, verifying customer details, addresses, and ordered items.
- Contact customers to confirm orders and complete missing information before processing.
- Coordinate order preparation with the warehouse and inform customers of unavailable items, delays, and approved alternatives.
- Forward complete order details to Sales Accounting for the issuance of required documents.
- Generate shipping labels and waybills, coordinate with delivery companies, and follow up on delayed or unsuccessful deliveries.
- Update order statuses in Magento or the system used to reflect actual progress.
- Support international website customers in English and coordinate shipping, receipt, and customs clearance requirements.
- Coordinate the preparation of export documents with the Export Officer, Accounting, and relevant parties, ensuring all required documents are complete.
- Handle customer complaints, cancellations, exchanges, and returns, following through to resolution in accordance with company policies.
- Refer confirmed returns to Accounting after documenting warehouse receipt for the necessary financial processing.
- Follow up with customers after sales, collect feedback, and escalate recurring issues.
- Maintain tracking records for pending orders, complaints, shipments, and returns, and prepare follow-up reports.
- Prepare routine correspondence related to orders and quotations using approved templates and information, in coordination with Sales and Accounting.
- Prepare sales reports and track performance against sales targets.
- Notify the Sales team of new products and stock arrivals at the warehouses.
- Update price lists whenever prices change, based on approved pricing.
- Track and follow up on trademarks and their status.
- Perform any other duties assigned by management.
Qualifications & Requirements
- Diploma or bachelor’s degree in Business Administration or a relevant field.
- 2–3 years of experience in customer service, e-commerce, and order coordination.
- Strong written and spoken Arabic and English; English is essential for supporting international customers.
- Experience with e-commerce systems and shipping providers; Magento experience is preferred.
- Strong communication, sales, follow-up, organization, and complaint-resolution skills.
