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VAC4451 - Operations Support Officer

Division Information Technology
Location Dubai, U.A.E.
Closing Date 29-Jun-2020
About the Business

DP World is a leading enabler of global trade and an integral part of the supply chain. We operate multiple yet related businesses – from marine and inland terminals, maritime services, logistics and ancillary services to technology-driven trade solutions.

We have a portfolio of 78 operating marine and inland terminals supported by over 50 related businesses in over 40 countries across six continents with a significant presence in both high-growth and mature markets. We aim to be essential to the bright future of global trade, ensuring everything we do has a long-lasting positive impact on economies and society.

Our dedicated team of over 36,000 employees from 103 countries cultivates long-standing relationships with governments, shipping lines, importers and exporters, communities, and many other important constituents of the global supply chain, to add value and provide quality services today and tomorrow.

Container handling is the company’s core business and generates more than three quarters of its revenue. In 2017, DP World handled 70 million TEU (twenty-foot equivalent units) across our portfolio. With its committed pipeline of developments and expansions, the current gross capacity of 88 million TEU is expected to rise to more than 100 million TEU by 2020, in line with market demand.

By thinking ahead, foreseeing change and innovating we aim to create the most productive, efficient and safe trade solutions globally.

About the Role

To own the operational tasks for Manasah including but not limited to vendor on-boarding, catalog operations, customer service and logistics management. 

  • Plan and manage the process of on-boarding new products on Manasah, and ensure meeting the set KPI's for Quality, Turn Around Time, etc.
  • Engage with vendors to ensure a smooth on-boarding and listing process.
  • Ensure all the on-boarded vendor documents (trade license, vendor agreement, addendum's) are collected and organized in a centralized repository.
  • Participate in the identification and correction of catalog errors; investigate catalog related complaints and resolve them.
  • Keep track of the performance of our delivery partners and ensure all SLA's are met.
  • Identify process improvements and work with stakeholders in implementing them to improve the customer experience on Manasah.
  • Conduct final quality assurance and adherence to Standard Operating Process (SOP) for all products uploaded on Manasah & Sokoes
  • Define processes and best practices and document them in SOP's and continuously seek areas of improvement.
  • Act as the escalation point of contact for the call center.
  • Act as an escalation point of contact for delivery partners
  • Build and maintain internal knowledge base and train call center agents where required.
  • Reporting key metrics to management and highlighting gaps and proposing solutions.



Experience & Qualification
  • Managing catalog operations, catalog QA and vendor on-boarding. Preferably someone with a strong e-commerce B2B and B2C experience previously worked in Catalog Operations
  • Expert in customer service able to handle the objections and solve problems for e commerce customers
  • Bachelor of Business Administration\Computer Science or equivalent
  • 2-3 years’ work experience in e-commerce B2C and or B2B in UAE
  • Experience working with a cross-functional team
  • Knowledge of best practices of e-commerce catalog process, including template creation, style guides, QA, category structures, call center operations, etc
  • High customer service orientation
  • Strong written and verbal communication skills
  • Advance proficiency in MS Excel
  • Strong knowledge of end to end e-commerce operations




Remuneration and Employment benefits The employment benefits package is reflective of the location.
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