Role Purpose

We are seeking a highly efficient and customer-oriented Digital Commerce Order Fulfilment Controller to join our team. In this role, you will be responsible for proactively managing potential order risks and providing exceptional Digital Commerce 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 a Digital Commerce Order Fulfilment Controller, you will leverage your in-depth knowledge of Digital Commerce retail operations and order fulfilment processes to proactively address and resolve customer and operational queries. Your ability to communicate efficiently and provide accurate information will contribute to an enhanced customer experience on our Digital Commerce platform.

Working in a fast-paced and dynamic Order Fulfilment environment, you will be handling a substantial volume of customer interactions. Your primary focus will be on proactively managing potential order risks, supporting customers proactively, stores, courier partners, and internal stakeholders through real-time calls, chats, and emails. This customer-centric and analytics-driven team strives to identify opportunities to improve customer satisfaction, enhance performance, and scale operations through automation, optimised processes, and product enhancements.

This full-time position entails a 40-hour work week, scheduled between Monday and Sunday, including public holidays. The shift hours range from 7:30-16:30 or 11:30-20:30, 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 a Digital Commerce Order Fulfilment 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 a Digital Commerce Order Fulfillment Controller, your role is pivotal in supporting a First Contact Resolution (FCR) culture for Digital Commerce 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.

You will play a crucial role in delivering positive, efficient, and comprehensive support resolutions to users, including customers, stores, couriers, and other stakeholders across various channels such as voice, email, and chat. Your goal is to provide exceptional support experiences that address the needs and concerns of our customers, promoting customer satisfaction and loyalty.

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

To ensure smooth Digital Commerce 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 to meet the customer's expectations. Additionally, you will proactively communicate with customers when necessary, providing updates and maintaining a high level of transparency throughout the order fulfillment process. These updates are given via voice and Whatsapp.

As an analytical and proactive team member, you will also identify common trends within support interactions and escalate them appropriately. By recognising 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 a Digital Commerce Order Fulfilment Controller, you will be a key player in delivering exceptional customer support, maintaining smooth Digital Commerce operations, and optimising 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 Digital Commerce 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) - (essential)
    • +3 years’ experience in a similar role, with a well-developed knowledge of Digital Commerce customer 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 – (preferred).

    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 written and verbal communication skills. Effectively conveys information and data in a clear, accurate, and concise manner. Listens attentively, asks relevant questions, and provides comprehensive responses to ensure effective communication with customers and stakeholders.
    • Strong Problem-Solving Abilities: Demonstrates strong problem-solving skills by comprehending new information, generating valuable insights, and proactively exploring multiple courses of action to identify feasible solutions. Displays a proactive attitude towards investigating and resolving complex issues.
    • Well-Developed Interpersonal Skills: Possesses excellent interpersonal skills, enabling the ability to interact and engage professionally with individuals at all levels of the corporate structure. Builds authentic and positive rapport with customers and colleagues, fostering collaborative relationships.
    • Ability to Work Under Pressure: Thrives in a high-pressure, fast-paced working environment. Effectively manages competing demands, prioritizes tasks, and maintains composure during challenging situations. Adapts to changing circumstances while delivering consistent results.
    • Energetic and Vibrant: Brings an energetic and vibrant approach to work, embracing the dynamic nature of the role. Demonstrates enthusiasm and a positive attitude, inspiring motivation and productivity within the team.
    • Adaptability and Flexibility: Comfortably embraces change and demonstrates the ability to adapt to different requests and evolving business needs. Exhibits flexibility in approach and readily adjusts strategies to accommodate shifting priorities.

    By embodying these key competencies and work ethic, the Digital Commerce Order Fulfilment Controller will be well-equipped to deliver exceptional customer service, efficiently resolve issues, and thrive in a dynamic and fast-paced environment.