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 world's 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 Sita's, 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

Bachelor's degree in Commerce, Business Administration, or a related field is required.

Experience

2-6 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.