Digital Commerce: Order Fulfillment Controller

Role Purpose

The purpose of the DCommerce Order Fulfillment Controller is to provide efficient DCommerce support to customers for all inbound and outbound customer interactions within the available help centre channels in a timely, friendly, knowledgeable, and professional manner. This role applies knowledge of ecommerce retail operations and order fulfillment processes to efficiently communicate and troubleshoot and resolve customer queries, thereby adding value to a holistic customer experience for applicable Dcommerce platforms. The DCommerce Order Fulfillment Controller operates within a fast-paced and dynamic environment with large volumes of customer interactions. This role is part of the Help Centre team that focuses on supporting customers, stores, courier partners and internal stakeholders through fielding real-time calls, tickets & queries to provide effective customer support. Furthermore, the team is a service-centric and analytics-driven team that thinks upstream to implement solutions that delight customers, improve performance, and scale through better automation, process, and product experience.

Role Description

• Execute First Contact Resolution (FCR) support for Dcomm customer issues.
• Troubleshoot customer incidents providing accurate, valid, and complete information.
• Provide positive, efficient, and complete support resolutions to users, including customers, stores, and other stakeholders across various channels (including voice, email, chat, social media, etc.).
  
  

Establish and maintain a relationship with key parties of the DCommerce operation to:

• To support the processes and procedures available on applicable Dcommerce systems, and efficiently update the client.
• Act as the point of contact for the operations and customers to resolve day-to-day operational issues and queries.
  
  

Proactively Assist In The Management Of The End-to-end Process From Order Creation To Delivery And Maximise 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 the stores and delivery operations to rectify these orders proactively.
• Identify where proactive communications are required to the customer.
• Identify common trends within support interactions and escalate appropriately.
  
  

Qualifications And Experience

• Grade 12 / Matric/ NQF level 4 – (essential)
• Relevant certifications in Supply Chain, Order Fulfillment or Operations- (desirable)
• +2 years’ experience in a supply-chain helpdesk, order fulfillment, or similar role, with well-developed knowledge of Dcommerce client support and experience within a blended, multi-channel contact center – (essential).
• Knowledge and understanding of order fulfillment, supply chain and logistics processes to execute relevant role functions within an ecommerce retail operation - (essential).
• Proficient in Microsoft Office 365 with a focus on applicable tools to execute areas of function – (essential).
  
  

Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

We are committed to Employment Equity when recruiting internally and externally.

Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.

If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.