Customer Service & Order Coordination Specialist – Operations & Reporting

Company Description Gourmet Egypt is a premium food retailer and producer that has been serving passionate food lovers since 2006. The company has grown from supplying select imported ingredients to Cairo’s top hotels into a trusted brand with flagship stores and a popular “Handcrafted by Gourmet” product range made from high-quality local and imported ingredients. Its recipes are developed by in-house culinary experts in collaboration with renowned visiting chefs, ensuring consistently distinctive flavors and quality. Gourmet Egypt has also invested in a state-of-the-art e-commerce platform, including a webstore, mobile app, and shoppable recipes, to offer customers convenient access to its products. With a strong focus on community, customer care, and a shared love of good food, the company values team members who bring skill, passion for food, and collaborative spirit. Role Description The Customer Service & Order Coordination Specialist – Operations & Reporting is a full-time, on-site role based in Cairo. This role is responsible for handling customer inquiries and feedback across multiple channels, ensuring a professional, timely, and solution-oriented response. The specialist coordinates order processing end-to-end, including order entry, verification, follow-up with internal teams, and issue resolution to ensure accurate and on-time delivery. Day-to-day tasks include monitoring order flow, updating systems with order status changes, preparing operational and performance reports, and identifying process improvements to enhance customer satisfaction and efficiency. The role also involves close collaboration with logistics, store operations, and e-commerce teams to maintain service standards and support Gourmet Egypt’s mission of delivering outstanding food experiences. Qualifications Strong customer service, communication, and interpersonal skills, with the ability to handle inquiries and complaints professionally. Order coordination and operations skills, including attention to detail, time management, and ability to manage multiple orders and tasks simultaneously. Reporting and analytical skills, including proficiency in Excel or similar tools, and the ability to compile, interpret, and present operational data. Comfort with digital tools and systems, such as ERP or order management platforms, and familiarity with e-commerce environments. Ability to work collaboratively with cross-functional teams and maintain a positive, solutions-focused attitude. Prior experience in customer service, operations, or logistics, ideally within retail, food, or FMCG sectors. Strong organizational skills and a commitment to accuracy, reliability, and continuous improvement. Interest in food and hospitality and enthusiasm for contributing to a customer-centric, community-oriented brand. Show more Show less