Digital Commerce Order Fulfilment Controller

About the role

ShopriteX is looking for a Digital Commerce Order Fulfilment Controller to manage potential order risks and give proactive, first-contact resolution support to customers, stores, courier partners and internal stakeholders across voice, email and chat. The role works in a fast-paced environment and aims to improve customer satisfaction and order delivery performance.

Key responsibilities

• Troubleshoot and resolve customer incidents quickly, giving accurate, valid and complete information.
• Support customers, stores, couriers and other stakeholders through real-time calls, chats and emails.
• Act as the point of contact for operational stakeholders and customers, resolving day-to-day issues and keeping clients informed of proactive updates.
• Maximise the share of online orders delivered on time and in full by spotting orders behind SLAs and working with stores and delivery operations to fix them, updating customers by voice and WhatsApp.
• Identify common trends in support interactions and escalate them so they can drive process improvements.

Required profile

• Grade 12 / Matric (NQF4) (essential).
• National Diploma and Advanced Certificates (NQF6) / Bachelor's degree, Advanced Diplomas, Postgraduate Certificate or B-tech (NQF7) (essential).
• At least 3 years' experience in a similar role, with knowledge of Digital Commerce customer support in a blended, multi-channel environment (essential).
• Preferred: knowledge of order fulfilment, supply chain and logistics processes in an eCommerce retail operation.

Required skills

• Preferred: proficiency in Microsoft Office 365 with the relevant tools.

The position is full-time, 40 hours per week, Monday to Sunday including public holidays, with shifts from 7:30-16:30 or 11:30-20:30.