A well established FMCG company based in the Northern Suburbs is looking to employ an experience Online Order Fulfilment Agent.
Job Objectives:
- Responsible for forging and maintaining a strong relationship with all aspects of the eCommerce operation
- Ensure processes and procedures are effectively communicated and fully understood
- Act as the point of contact for the operations and customers to resolve day-to-day operational issues and queries
- Responsible for monitoring and leading operations flow from order creation to delivery and maximising the percentage of online orders to be delivered to customers on-time and in-full
- Identifying online orders that are behind pre-agreed SLAs
- Proactively working with store and delivery operations to rectify these orders
- Identify where proactive communications are required to the customer
- Responsible for providing positive, fast, and complete support resolutions to users, including customers, stores & other stakeholders via phone & email
- Responsible for identifying common trends within support interactions and escalate appropriately
- Excellent attention to detail and ability to proactively resolve customer queries
- Responsible for continually contributing to a culture of excellence and ambition
- Responsible for maintaining an attitude of accountability, integrity, and excellence
- Communicating effectively and exercising sound judgment when interacting with customers
Qualifications and Experience:
Matric
3+ Years Order fulfillment experience in online retail operations
1-3 Years Supply Chain and logistics experience in online retail operations
1-3 Years Experience working in a contact center, preferably within an online role