Operations Coordinator (eCommerce D2C)

Company: WIBI.com.kw

Reporting To: Operations Manager / Business Head

Experience: 1-3 years

Role Summary

The Operations Coordinator will be responsible for end-to-end operational oversight of WIBI’s direct-to-consumer eCommerce business. The role focuses on exception handling, customer escalations, and special/out-of-box requests, ensuring a smooth customer experience. This is a coordination and problem-solving role, not a daily execution role.

Key Responsibilities

1. Order Flow Oversight

Monitor daily website orders, track order progress, identify delays, and coordinate with internal teams to ensure timely resolution.

2. Customer Escalations \& Special Requests

Handle escalated customer complaints, urgent delivery requests, VIP cases, address changes, delivery timing changes, and special packing instructions while delivering out-of-box solutions.

3. Returns, Exchanges \& Refund Oversight

Oversee return, exchange, and refund cases by coordinating between Customer Service, Warehouse, and Accounts to ensure timely closure.

4. Cross-Functional Coordination

Act as a coordination bridge between Customer Service, Warehouse, Logistics partners, and Accounts, ensuring accountability and smooth communication.

5. Exception Handling \& Problem Solving

Manage non-standard operational scenarios, identify recurring issues, and resolve exceptions efficiently.

6. Process Improvement \& Reporting

Identify operational gaps, suggest improvements, prepare daily exception reports, and share insights with management.

Work Location: In person