Customer Operations Officer

Who we are:

GMG is a global well-being company retailing distributing and manufacturing a portfolio of leading international and home-grown brands across sport everyday goods health and beauty properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years GMG is a valued partner of choice for the worlds most successful and respected brands in the well-being sector. Working across the Middle East North Africa and Asia GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports Dropkick Supercare Pharmacy Farm Fresh Klassic and international brands like Nike Columbia Converse Timberland Vans Mama Sitas and McCain

Job Summary

GMG is seeking a detail-oriented and proactive Customer Operations Officer to manage the full order-to-delivery lifecycle across our wholesale customer accounts. This role is pivotal in ensuring operational efficiency and delivering a seamless customer experience through accurate order processing shipment coordination and cross-functional collaboration.

The ideal candidate will bring strong expertise in order management export coordination and advanced Excel-based reporting. Experience working with SAP/ERP systems and a background in the retail or FMCG industry is preferred.

Key Responsibilities

Order Management & Fulfilment

• Manage end-to-end order processes for both local and export wholesale accounts including pre-season and in-season orders.
• Handle pre-booking PTL (Partial Truck Load) and regular order types while ensuring accurate documentation and shipment tracking.
• Generate Pro Forma Invoices packing lists and all necessary shipping documentation for smooth order execution.

Shipment Coordination & Export Support

• Track inbound and outbound shipments and maintain clear up-to-date records.
• Register and manage Certificates of Origin through the Chamber of Commerce portal.
• Liaise with Finance to provide complete LC (Letter of Credit) documentation and ensure timely dispatch.
• Share shipping documents (invoice packing list AWB export documents) with customers for customs clearance.

Customer Service & Reporting

• Prepare ATP (Available to Promise) stock lists replenishment orders and delivery schedules aligned with customer expectations.
• Respond to customer queries regarding order progress delays and fulfilment status.
• Generate customer-specific reports including sales tracking stock status and delivery summaries on a daily/weekly basis.

Cross-Functional Collaboration

• Work closely with Sales Logistics Finance and Operations teams to streamline fulfilment flows and resolve any order-related issues.
• Contribute to continuous process improvements by identifying operational gaps and recommending enhancements.

Qualifications and Skills

Education

• Bachelors degree in Commerce Business Administration or a related field is required.

Experience

• 26 years of experience in customer operations sales coordination or export order management.
• Prior experience within the retail industry and/or GCC region is a strong advantage.

Skills

• Proficient in Microsoft Excel (pivot tables formulas data analysis certification is a plus).
• Working knowledge of SAP/S4 and ERP systems for order and inventory management.
• Strong understanding of export documentation and shipping processes.
• Excellent organizational communication and time management skills.
• High attention to detail with the ability to multitask and prioritize under pressure.
• Analytical thinker with a solutions-oriented mindset and a passion for process excellence.