Core Group
Job Description
To deliver a seamless, world-class customer experience across all eCommerce fulfilment operations in South Africa. This role is responsible for ensuring on-time and in-full delivery performance across all courier partners, with a strong focus on Same Day and Scheduled deliveries.
The role oversees daily order execution, customer exception handling, omni-channel store support, reverse logistics, and overall customer experience across all digital channels.
Key Responsibilities
Fulfilment & Operations
Manage daily order health across all SA channels (Same Day, Scheduled, Click & Collect, and store delivery), ensuring:98% SLA adherence
100% daily order processing and courier handover
Oversee TMS and courier partner performance, including:Driver availability
Capacity planning (especially for sale and peak events)
Same Day delivery transfers
Maintain and optimise capacity plans and reporting dashboards
Continuously improve operational workflows, SOPs, and controls to minimise errors, delays, and risk
Administer eCommerce orders, ensuring accuracy in delivery and returns processing
Forecast, procure, and manage packaging materials (boxes, envelopes, etc.) across stores
Troubleshoot and resolve escalated eCommerce order issues across all channels
Customer Experience & Escalations
Manage customer communication for escalations, delivery updates, and SLA breach notifications
Oversee returns, complaints, and operational incidents across Click & Collect and store delivery
Manage stock transfers (SCTs) to fulfil Click & Collect orders where stock is unavailableEnsure completion within 48 hours
Maintain proactive communication with customers throughout
Omni-channel Collaboration & Store Enablement
Partner with Store Managers and Operations teams to ensure consistent execution of Click & Collect and store delivery
Share weekly performance reports, KPIs, and SLA metrics with store teams
Deliver training on operational processes, tools, and best practices
Drive a strong omni-channel culture through:Regular engagement and communication
Recognition of successes
Facilitated cross-store operational forums
Provide operational support in-store when required, including picking, invoicing, and on-the-job training
Qualifications
Matric / Grade 12 (essential)
Relevant qualification in Administration, Business, Information Systems, or similar (preferred)
Administration or project management qualification (advantageous)
Experience Required
2–3 years’ experience in retail or store operations
Experience in eCommerce operations, fulfilment, or logistics
Exposure to platforms such as Magento or Shopify (advantageous)
Intermediate proficiency in Microsoft Office (Excel, Word, PowerPoint) or Apple equivalents
Familiarity with Transport Management Systems (TMS) or similar platforms (advantageous)
Key Competencies
Strong attention to detail and accuracy
Customer-first mindset with a strong service orientation
Excellent time management and ability to perform under pressure
Proactive, solutions-driven approach to problem solving
Strong planning, coordination, and organisational skills
Deadline-driven with a focus on quality execution
High level of computer literacy and adaptability to new systems
Strong communication skills with the ability to collaborate across teams
Ability to multitask in a fast-paced, dynamic environment
Strong numerical, analytical, and reporting capability
Success Measures
SLA adherence (≥98% on-time, in-full delivery)
Order processing accuracy and turnaround times
Customer satisfaction and resolution of escalations
Effectiveness of store collaboration and omni-channel execution
Continuous improvement in operational efficiency and reporting