Ecommerce Fulfillment Officer | Retail | ACE Hardware

Job Requisition ID: 183417 

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

• The E-commerce Fulfilment Officer plays a crucial role in ensuring the seamless delivery of online and drive-through orders, focusing on accuracy and timeliness. The role is essential in coordinating between different teams including store, e-commerce, logistics, and delivery services to ensure efficient order processing. Success is measured through key performance indicators such as order accuracy, fulfilment productivity, and delivery timelines. The position involves direct customer interaction for resolving queries, requiring good communication skills and problem-solving abilities.

Order Fulfilment

• Pick, verify, and pack online and drive-through orders accurately and within agreed timelines.
• Ensure readiness of orders on time ensuring order accuracy and adherence to processing targets.

Delivery Coordination

• Coordinate handover with delivery partners ensuring successful customer delivery.
• Follow up on delivery progress and address exceptions promptly interacting with delivery partners.

System Updates

• Maintain accurate order status and delivery records using SAP systems.
• Update communication through email maintaining complete and timely records.

Customer Support

• Respond to order queries and complaints professionally, resolving issues within authority limits.
• Escalate unresolved concerns as required ensuring customer satisfaction and prompt service.

Internal Coordination

• Collaborate with store teams and e-commerce merchandising for seamless order processing.
• Engage logistics and last-mile delivery teams to troubleshoot stock, order, and delivery issues.

• Proficiency in SAP systems and updates.
• Strong customer service and communication skills.
• Attention to detail and accuracy in order fulfilment.
• Ability to coordinate effectively across different teams.

• Minimum completion of Secondary school.
• 2-3 years experience in retail operations, e-commerce fulfilment, warehousing, or order processing.
• Proficiency in SAP systems and email communication.
• Strong skills in accurate picking and packing, customer service, order tracking, teamwork, and attention to detail.

About Al-Futtaim Retail

At Al-Futtaim Retail, we are part of a 90-year legacy built on ambition, progress and long-term vision. As one of the region’s leading retail operators, we partner with some of the world’s most trusted brands – including IKEA, ACE, Marks & Spencer and the Inditex Group – bringing global excellence to customers across MENA and Southeast Asia.

We don’t just operate stores; we shape retail experiences. From launching brands like Watsons and Kiabi to our regions for the first time, to investing in digital innovation, AI capabilities, the customer experience and loyalty platforms, we are constantly redefining the future of retail. 

With over 100 nationalities spread across more than 10 countries, our strength lies in our diverse and collaborative community. Here, you’re equipped to turn your ambition into action, building the career you want, while helping us move retail forwards.

Join us and be part of The Heart of Tomorrow.