Online Order Fulfilment Agent

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