e-commerce & webstore coordinator

OVERVIEW

The E-commerce and Webstore Coordinator is responsible for the overall visual appeal, functionality, and performance of the company's distinct brand webstores. This role serves as the primary point of contact for all webstore-related matters, bridging the gap between design, technical support, and business operations. A key focus will be maintaining seamless integration between the nopCommerce platform and the Syspro ERP system, ensuring accurate product data and pricing for both B2C (Retail) and B2B (Business) customers.

WORK EXPERIENCE

• Proven experience (2+ years) in e-commerce management or a similar digital role within a retail or distribution environment
• Experience with ERP systems and data integration, with specific exposure to Syspro being highly advantageous
• Strong understanding of web design principles, UX, and basic logistics

KEY PERFORMANCE AREAS

1. Webstore Visual Management & Content (Branding & UX)

• Design & Branding: Ensure all three webstores maintain a current, high-quality, and "on-brand" visual identity. Coordinate with design resources for high-impact visual assets and promotions.
• User Experience (UX): Proactively audit and optimize the webstores for intuitive navigation, mobile responsiveness, and a friction-free checkout experience.
• Content Updates: Manage and deploy all promotional materials, banners, and seasonal content updates across the three platforms with assistance of operational and creative design team.

2. Technical Management & Administration

• Platform Expertise: Serve as the internal expert for the nopCommerce e-commerce platform and liaise on an ongoing basis with the E-commerce service provider.
• ERP Integration: Monitor and maintain the health and integrity of the integration with the ERP System, specifically ensuring correct and timely synchronisation of product data, inventory levels, and tiered pricing for B2C/B2B customers.
• Configuration Setup:
• Setup and configure promotions (e.g., "Buy X, Get Y," bundle deals) within the nopCommerce administration portal with the assistance of operational staff.
• Configure all delivery rules and zones, including minimum order values for free delivery and regional exclusions.
• Setup and manage various payment methods (e.g., credit card gateways like Peach Payments, EFT options) by working closely with the E-commerce service provider.
• Ensure product data, specifications, and images are correctly displayed and updated on the webstores.

3. Order Management & Customer/Technical Support

• Order Tracking & Logistics Support:
• Ensure all customer phone calls related to order status, confirmation that an order is en-route, and estimated delivery times are handled adequately by support staff.
• Assist with registration issues, especially for customers in outlying areas not automatically recognized by standard geo-mapping services (Google Maps).
• Work with logistics teams to ensure polygons (geographical delivery boundaries) in the routing and Syspro ERP software are correct, as this affects delivery availability on the webstore.
• Failed & Abandoned Orders:
• Daily monitoring and clearing of "Waiting for Payment" orders (orders abandoned or timed out after reaching the payment screen).
• Investigate all Failed Orders to identify the root cause (e.g., item on hold, customer account on hold, invalid delivery date). Take necessary action (e.g., lift holds, update dates) and reprocess the order.
• Payment Disputes & Reconciliation:
• Investigate and resolve payment disputes where the invoice value differs from the amount paid.
• Manage customer credits when items are out of stock, ensuring the credit remains accurately recorded in the system for the customer.
• Address instances where the invoice value is higher than the amount paid; investigate the cause, rectify the data discrepancy if possible, and/or process a price claim to reconcile the difference within Syspro.
• Manage customer data, including setting up and managing logins and account access for both retail and business customers.

• Any other items that may occur from time to time – address core issues and implement improvements or solutions as relevant.

• Other

• Actively drive and manage all E-commerce related projects and items

• Any other ad-hoc duties that may be required from time to time.

EDUCATIONAL REQUIREMENTS

• Matric or equivalent
• Certificate in E-Commerce and or Digital Marketing
• nopCommerce or similar platform Certified Specialist/Developer Badge
• Short courses to assist in overall job function

SKILLS & ATTRIBUTES

• Planning skills
• Problem solving, analytical and data reconciliation skills
• Excellent communication skills
• Logical thinking & information seeking
• Self-reliant and responsible
• Cultural sensitivity & service orientation
• Accountability for all work performed
• Excellent people skills
• Good time management skills

Job Type: Full-time

Pay: R15 000,00 - R30 000,00 per month

Work Location: In person