Customer Experience & Orders Coordinator

Confidential Company; Abu Dhabi; On-site; AED 150,000 - 210,000; Full time

Job summary

Confidential Company in Abu Dhabi is seeking an organized administrator/operations professional to manage daily customer interactions and back-office processes enabling seamless sales and deliveries.

The role emphasizes CRM-driven lead conversion, accurate payments, ERP data entry, and timely order fulfillment, with a focus on high standard customer service and operational efficiency.

Qualifications

• Bachelor’s degree in hospitality management or similar.
• Min 3 years’ experience in administration / Operations

Responsibilities

• Handle customer inquiries via website, walk-ins, WhatsApp, emails and Instagram to convert leads.
• Maintain housekeeping standards ensuring all flowers and merchandise on display are of high quality, properly priced and visually appealing.
• Process customer payments promptly and accurately across all methods ensuring timely entry into the ERP system.
• Follow up sales payment for retail client.
• Coordinate and ensure timely dispatching of orders and ensure accurate preparation of related documents (Consumption and Delivery Notes).
• Communicate detailed order instructions to florists and storekeepers to ensure orders meet specifications, accuracy and availability of supplies.
• Conduct quality checks on products prior to dispatch to ensure they meet customer expectations and packaging standards.
• Ensure all marketing materials, barcodes, stickers, greeting cards etc are included before delivery.
• Perform surveys from Survey Link, Google Reviews and other platforms and analyze the feedback with plans for customer service improvement.
• Conduct regular website performance checks using an internal checklist.
• Prepare quotations for B2C Retail inquiries and monitor the progress of orders including payment confirmation, material purchasing, order preparation and final approval until the scheduled pickup or delivery date.
• Ensure packaging supplies are always fully stocked; Coordinate with Admin to re-stock when stock levels reach the re-order point.
• Coordinate with third-party partners for product updates, order processing, inventory management and monthly invoicing; ensure consumption is within agreed budget.
• Monitors and coordinate with Marketing Coordinator and Floral Designer the progress and Sales analysis, Satisfaction Surveys, benchmarking with competitors, pricing, customer service, product range and promotions.
• Compile findings and provide actionable insights and recommendations to the General Manager to enhance customer experience and overall retail performance.
• Act as the first point of contact for visitors by verifying their identity and purpose of visit and coordinating with the relevant department; Control access to various departments of the business and remain vigilant to prevent unauthorized access, safety issues or security incidents
• Assist with Wholesale Walk in clients invoicing and coordination, ensuring compliance with the rules, regulations and Operational Policies and Procedures of Camelia
• Perform other duties assigned by Line Manager

Skills

MS Office

Negotiation

Communication (oral & written)

Customer service

Education

Bachelor’s degree in hospitality management or similar

Job description

Confidential Company in Abu Dhabi is seeking an organized administrator/operations professional to manage daily customer interactions and back-office processes enabling seamless sales and deliveries.

The role emphasizes CRM-driven lead conversion, accurate payments, ERP data entry, and timely order fulfillment, with a focus on high standard customer service and operational efficiency.