Our client, in the retail industry, requires the service of an Order Fulfillment Coordinator who is focused on supporting our customers, stores, courier partners and internal stakeholders through fielding real-time calls and emails and providing solutions.

Key performance areas:

? Responsible for forging and maintaining a strong relationship with all aspects of the e-Commerce operation
? Ensure processes and procedures are effectively communicated and fully understood act as the point of contact for the operations and customers to resolve day-to-day operational issues and queries
? Responsible for monitoring and leading operations flow from order creation to delivery and maximising the percentage of online orders to be delivered to customers on-time and in-full by
? Identifying online orders that are behind pre-agreed SLAs and proactively working with store and delivery operations to rectify these orders
? Identify where proactive communications are required to the customer
? Responsible for providing positive, fast, and complete support resolutions to users, including customers, stores & other stakeholders via phone & email
? Responsible for identifying common trends within support interactions and escalate appropriately
? Excellent attention to detail and ability to proactively resolve customer queries
? Responsible for continually contributing to a culture of excellence and ambition
? Responsible for maintaining an attitude of accountability, integrity, and excellence
? Communicating effectively and exercising sound judgment when interacting with customers

The successful candidate must have:

? Matric with a relevant tertiary qualification
? 3+ Years Order fulfilment experience in e-Commerce retail operations
? 1 - 3 Years’ experience in Supply Chain and logistics
? 1 - 3 Years’ Experience working with a contact centre, preferably within an e-Commerce role
? Highly proactive and self-starter
? Must have a desire to always put the customer first with a desire to continually learn, improve and go the extra mile
? Empathy and the ability to take initiative for the customer
? Strong problem-solving skills with the ability to creatively resolve difficult situations
? Ability to work in a fast-paced environment, subject to rapid change and uncertainty
? An attitude of accountability and excellence

Please note that only short listed candidates will be contacted.