Digital Commerce: Order Fulfillment Controller

2 weeks ago

Bellville, South Africa ShopriteX Full time

**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.

**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.

  • Order Fulfillment Controller

    3 days ago

    Bellville South, South Africa Barloworld Ingrain Full time

    The main purpose of the role is to manage customer requirements and orders for particular product categories and co-ordinate the conversion of requirements and orders into successful deliveries via orchestrated partnerships and collaborations with the Sales Team, Strategic Sector Accounts Managers, Finance Managers, Credit Control Managers, Supply and Demand...

  • Digital Commerce: Logistics Controller

    1 week ago

    Bellville, South Africa ShopriteX Full time

    **Role Purpose** **Role Description** - Support a First Contact Resolution (FCR) culture for ecommerce client issues, and timeously troubleshoot customer incidents providing accurate, valid, and complete information. Establish and maintain a relationship with key parties of the eCommerce operation to: - Understand processes and procedures available on...

  • Digital Commerce Control Hub Team Leader

    4 days ago

    Bellville, South Africa ShopriteX Full time

    Role Purpose The purpose of the Control Hub Team Lead role is to provide operational leadership and coordination of order fulfilment and logistics activities within the Control Hub during assigned shifts. Reporting to the Control Hub Shift Manager, this role ensures seamless execution across designated regions, overseeing the end‑to‑end fulfilment...

  • Control Hub Fulfillment Lead

    4 days ago

    Bellville, South Africa ShopriteX Full time

    A leading retail logistics company is seeking a Control Hub Team Lead to oversee logistics operations and ensure efficient order fulfillment. The ideal candidate has at least 3 years of experience in a logistics team lead role, strong leadership qualities, and a passion for customer service. This role requires collaboration with various stakeholders to...

  • Digital Marketing Specialist

    1 week ago

    Bellville, South Africa Pepkor Speciality Full time

    **Key Responsibilities**: - **Campaign Strategy & Management**: - Plan, build and Implement paid media campaigns across Meta, Google, YouTube, TikTok, DV360 and other key platforms. - **Optimisation & Analysis**- Oversee multi-media campaigns to deliver ROI to the business. - Provide analytical insights derived from campaigns and digital environments, with...

  • Digital Content Specialist

    1 week ago

    Bellville, South Africa Pepkor Speciality Full time

    Tekkie Town is seeking to employ a Digital Content Specialist who will be responsible for working directly with teams overseeing digital marketing activities and leading the creative side of digital content creation for use across social media, digital media, direct marketing and working closely with the Digital Marketing teams. This role is responsible for...

  • Digital Lead

    2 weeks ago

    Bellville, South Africa Sanlam Full time

    Who are we? Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of three clusters - Sanlam Corporate, Sanlam Retail Mass and Sanlam Retail Affluent. The Sanlam Life and Savings Office provides...

  • Financial Controller

    3 days ago

    Bellville, South Africa A24 Group Full time

    **Brief details of position** Working within the finance department you will report directly to the Financial Controller. This position is based in Bellville. You shall assist the Financial Controller with a range of accounting matters and financial control issues. **Purpose of the position** To assist in ensuring high quality and timely management...

  • Financial Controller

    2 weeks ago

    Bellville, South Africa A24 Group Full time

    **JOB DESCRIPTION - FINANCIAL CONTROLLER** Seeking a dynamic and independent thinker to assume the pivotal role of overseeing the payroll department, ensuring its efficient and seamless operations. This individual will lead and guide the payroll team to deliver precise possessing exceptional numeric and analytical skills. **PAYROLL** - Oversee and operate...

  • Marketing Graduate

    3 days ago

    Bellville, South Africa Pepkor Speciality Full time

    **Shoe City** is a dynamic and innovative fashion retailer seeking a talented** marketing graduate** to join our marketing team in the digital space for a 12 months period to gain exposure in the world of work. The succesful graduate will support and be involved in various aspects of our digital strategy while gaining hands-on experience across key focus...