Customer Operations Officer
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Job Description
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.
Employment Type
Full Time
