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Ecommerce Order Fulfilment Coordinator
2 weeks ago
**Role Purpose**
The purpose of the eCommerce Order Fulfilment Coordinator role is to deliver support to the eCommerce Fulfilment team, by monitoring the eCommerce operations flow from order creation to delivery, ensuring efficiency and the maximisation of complete online orders delivered to customers. This role applies knowledge of eCommerce retail operations and order fulfilment processes to effectively resolve issues and queries from the stores and logistics partners, to provide a valuable customer experience for applicable eCommerce platforms. The role operates within a fast-paced and dynamic environment with large volumes of customer-related interactions. This role focuses on monitoring and assessing the quality of customer service provided, reviewing the training needs of the agents, and ensuring that the necessary training and development interventions are provided.
**Role Description**
- Identify online orders that are tracking behind pre-agreed SLAs (Service Level Agreements), and proactively work with the store and logistics team to rectify these orders, while continuously ensuring that you and the order fulfilment team communicate order updates with customers within the agreed SLA (Service Level Agreements).
- Ensure that all operational issues and queries from customers, stores, and logistics teams are timeously resolved by you and the team.
- Establish, develop, and coordinate good business relationships with logistics partners and store stakeholders.
- Support the Order Fulfilment Team Lead in monitoring and managing the day-to-day tasks of the Order Fulfilment Agents.
- Ensure that all eCommerce service partners are held accountable against the pre-agreed procedures and SLAs, relentlessly pursuing for compliance, quality, and efficiency in the interest of customer experience, while escalating hampering issues on the operational execution to the Order Fulfilment Team Lead.
- Maintain a strong understanding of all the eCommerce Order Fulfilment processes and procedures, and ensure these are effectively communicated, fully understood, and complied with by the Order Fulfilment Agents.
- Prepare and proactively alter shift rosters and work schedules to align with the store's and the customers' needs.
- Assist the Team Lead to inspect and assess the quality of agent communications and interactions in terms of demeanour, technical accuracy, performance, and compliance.
- Provide guidance to agents on appropriate, accurate and effective communications with customers, stores, and logistics partners.
- Continuously review and assess training needs of agents, collaborating with Quality Assurance in executing training needs assessments and delivering relevant training as required.
- Provide on-the-job coaching, mentoring, and shadowing to facilitate the development of agents to the required standard.
**Qualifications and experience**
- Grade 12 / Matric - (essential)
- NQF level 4, post-matric qualification - (preferred)
- +2 years experience in a similar capacity or role, with a well-developed knowledge of eCommerce customer support and experience within a blended, multi-channel contact centre - (essential)
- Knowledge and understanding of order fulfilment, supply chain and logistics processes to execute relevant role functions within an eCommerce retail operation - (essential)
- Experience executing and facilitating the training of eCommerce retail operational procedures - (essential).
- Proficient with MS Office 365 to manage communications and other tasks relating to the function - (essential)
**Key competencies and work ethic**
- Detailed, organised and quality-focused - Has an affinity for detail, structure, and efficiency. Is diligent and vigilantly watches over work processes, tasks, and outputs to ensure accuracy while independently actioning and correcting any quality concerns.
- Customer focused - obsessed about the customer and delivering a digital enriched customer journey experience
- Self-motivated and driven with strong integrity - take accountability for actions and mistakes, and continually contributing towards a culture of excellence and ambition.
- Independent problem solver and analytical thinker with a proactive mindset.
- Operational efficiency - someone who can spread themselves across multiple tasks simultaneously by working smartly, efficiently, and effectively. Diligently staying on top of the details and understanding how they fit into the big picture.
- Time management - ability to prioritize a high volume of tasks simultaneously in a fast-paced unpredictable environment. Identify the urgent & important tasks and priorities to ensure delivery to client and other stakeholders.
- Excellent communication - approachable, adopt a range of communication styles to facilitate successful outcomes within the team and cross-functionally in a matrix structure.
- Deciding and initiating action - Takes responsibility for actions, projects, and people; takes initiative and works under o
