Digital Commerce: Order Fulfilment Controller

**Role Purpose**

We are seeking a highly efficient and customer-oriented eCommerce Order Fulfillment Controller to join our team. In this role, you will be responsible for proactively managing potential order risks and providing exceptional eCommerce support to our valued customers across various channels. Your main objective will be to ensure that all inbound and outbound customer interactions are handled in a timely, friendly, knowledgeable, and professional manner.

As an eCommerce Order Fulfillment Controller, you will leverage your in-depth knowledge of eCommerce retail operations and order fulfillment processes to proactively address and resolve customer queries. Your ability to communicate efficiently and provide accurate information will contribute to an enhanced customer experience on our eCommerce platform.

This full-time position entails a 40-hour work week, scheduled between Monday and Sunday, including public holidays. The shift hours range from 7:30-17:00 or 11:00-20:30, accommodating the needs of our diverse customer base.

If you are passionate about providing exceptional customer service, thrive in a fast-paced environment, and are eager to contribute to our continuous improvement efforts, we would love to have you on our team as an eCommerce Order Fulfillment Controller. Join us and play a key role in proactively managing order risks and delivering a seamless and delightful experience for our valued customers.

**Role Description**

As an eCommerce Order Fulfillment Controller, your role is pivotal in supporting a First Contact Resolution (FCR) culture for eCommerce customer issues. Your primary responsibility will be to troubleshoot and resolve customer incidents in a timely manner, ensuring that accurate, valid, and complete information is provided.

Building and maintaining relationships with key parties involved in the eCommerce operation is a critical aspect of your role. This includes understanding the processes and procedures available on applicable eCommerce systems, and effectively communicating updates to clients. You will act as the point of contact for both operations and customers, proactively resolving day-to-day operational issues and addressing any queries that may arise.

To ensure smooth eCommerce operations from order creation to delivery, you will be responsible for maximising the percentage of online orders that are delivered to customers on-time and in-full. This involves identifying online orders that are behind pre-agreed Service Level Agreements (SLAs) and collaborating with stores and delivery operations to rectify these orders promptly. Additionally, you will proactively communicate with customers when necessary, providing updates and maintaining a high level of transparency throughout the order fulfillment process.

As an analytical and proactive team member, you will also identify common trends within support interactions and escalate them appropriately. By recognizing patterns and trends, you will contribute to process improvements and facilitate the implementation of effective solutions, ensuring the continuous enhancement of our customer support services.

In summary, as an eCommerce Order Fulfillment Controller, you will be a key player in delivering exceptional customer support, maintaining smooth eCommerce operations, and optimizing the delivery of online orders. Your dedication to providing timely resolutions, proactive communication, and identifying areas for improvement will contribute to an outstanding customer experience and the overall success of our eCommerce platform.

**Qualifications and experience**
- Grade 12 / Matric (NQF4) - **(essential)**:

- National Diploma and Advanced Certificates (NQF6) / Bachelor's degree, Advanced Diplomas, Post Graduate Certificate and B-tech (NQF7) - **(preferred)**:

- +3 years' experience in a similar role, with a well-developed knowledge of eCommerce client support and experience within a blended, multi-channel operations environment - **(essential)**.
- Knowledge and understanding of order fulfilment, supply chain and logistics processes to execute relevant role functions within an eCommerce retail operation - **(preferred)**.
- Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function - **(essential)**.

**Key competencies and work ethic**
- **Technical Proficiency and Product/Service Knowledge**: Demonstrates a strong understanding of eCommerce technical information and products/services, enabling effective problem-solving and guidance for customers. Maintains up-to-date knowledge to perform the job efficiently.
- ** Customer Orientation**: Displays a genuine commitment to delivering high-quality customer service. Shows empathy towards customers, actively listens to their needs, resolves issues promptly, meets expectations, and leaves a positive impression. Adopts a customer-first attitude in all interactions.
- ** Excellent Communication Skills**: Exhibits exceptional writ