Job Purpose:
The Marketplace Operations Specialist is responsible for managing and coordinating the complete order fulfillment process for online marketplace orders. The role ensures that orders received from different marketplace platforms are processed, picked, packed, dispatched, and delivered accurately and within the agreed Service Level Agreements (SLAs).
The specialist will coordinate closely with warehouse, inventory, logistics, customer service, finance, and e-commerce teams to maintain high order accuracy, inventory availability, and on-time fulfillment performance.
Key Responsibilities:
- Marketplace Order Management
- Monitor and process daily orders received from marketplace and e-commerce platforms.
- Ensure orders are transferred correctly to ERP/WMS systems for fulfillment.
- Review pending, unprocessed, failed, cancelled, and delayed orders.
- Prioritize orders according to marketplace cut-off times and SLA requirements.
- Ensure orders are released to the warehouse on time for picking and packing.
- Monitor order status from order creation until successful delivery.
- Fulfillment Coordination
- Coordinate with warehouse teams for timely picking, packing, and dispatch.
- Verify that the correct SKU, quantity, and order information are processed.
- Ensure marketplace-specific packing, labeling, invoice, and shipping requirements are followed.
- Coordinate urgent and priority orders with the warehouse and courier teams.
- Follow up on orders that are pending fulfillment or have exceeded processing timelines.
- Inventory Management
- Monitor marketplace inventory availability and identify out-of-stock or low-stock items.
- Coordinate with inventory and warehouse teams regarding stock discrepancies.
- Support inventory reconciliation between marketplace platforms, ERP, and WMS.
- Escalate overselling, stock synchronization, and inventory allocation issues.
- Ensure unavailable products are communicated promptly to the responsible marketplace/e-commerce team.
- Logistics & Delivery Monitoring
- Coordinate order handover to courier and last-mile delivery partners.
- Monitor shipment status and identify delayed, failed, or undelivered orders.
- Follow up on delivery exceptions with logistics partners.
- Ensure tracking numbers and shipment statuses are correctly updated.
- Escalate repeated delivery issues affecting marketplace performance.
- Returns, Cancellations & Failed Deliveries
- Coordinate marketplace order cancellations before dispatch whenever applicable.
- Process and monitor customer returns and Return-to-Origin (RTO) shipments.
- Coordinate returned inventory with warehouse and inventory teams.
- Ensure returned products are inspected and correctly updated in the system.
- Investigate discrepancies involving missing, damaged, incorrect, or returned items.
- Marketplace Compliance & SLA Management
- Ensure fulfillment activities comply with each marketplace's operational requirements.
- Monitor order processing and dispatch SLAs.
- Identify orders at risk of SLA breaches and take corrective action.
- Support reduction of late dispatches, cancellations, customer complaints, and fulfillment penalties.
- Maintain accurate documentation related to marketplace fulfillment operations.
- System & Data Management
- Work with marketplace portals, ERP, WMS, OMS, and courier systems.
- Ensure accurate order and inventory information across all relevant systems.
- Investigate system integration issues and coordinate with IT when required.
- Maintain daily operational trackers and fulfillment reports.
- Identify recurring system or operational issues and recommend improvements.
Qualifications & Experience:
- Bachelor's degree or diploma in Supply Chain, Logistics, Business Administration, E-Commerce, or a related field.
- 2–4 years of experience in e-commerce, marketplace operations, order fulfillment, warehouse operations, or logistics.
- Experience handling marketplace orders such as Amazon, Trendyol, Noon, Salla, Shopify, or similar platforms is preferred.
- Experience working with ERP, WMS, or OMS systems is preferred.
- Good knowledge of inventory management, order fulfillment, last-mile delivery, and returns processes.
- Strong Microsoft Excel skills.
Skills & Competencies:
- Strong order management and fulfillment knowledge.
- Excellent attention to detail and accuracy.
- Ability to manage high daily order volumes.
- Strong coordination and follow-up skills.
- Good analytical and problem-solving abilities.
- Ability to work under pressure and meet marketplace cut-off times.
- Strong communication and cross-functional coordination skills.
- Good knowledge of e-commerce and warehouse operations.
- Ability to analyze operational reports and identify fulfillment issues.
- English and Arabic communication skills are preferred.
