Digital Commerce: Order Fulfilment Team Leader (Sixty60)

Role Purpose

To lead an Order Fulfillment Team responsible for monitoring all eCommerce customer orders. Identifying and guiding the team to take proactive steps to ensure that the operation is fulfilling and delivering these orders within pre-agreed SLA's and ultimately meeting our Customer Promise and to deliver remarkable customer experience. This role involves monitoring the flow of eCommerce operations from order creation to delivery, ensuring efficiency and maximizing the completion of online orders delivered to customers. Leveraging knowledge of eCommerce retail operations and order fulfillment processes, the Team Leader effectively resolves issues and queries from stores and logistics partners, providing a valuable customer experience across applicable eCommerce platforms. Operating in a fast-paced and dynamic environment with a high volume of customer-related interactions, the Team Leader focuses on monitoring and assessing the quality of customer service, reviewing Controller's training needs, and ensuring the provision of necessary training and development interventions.

Role Description

• Collaborate closely with the Order Fulfillment Manager and support their day-to-day tasks, acting as the Second in Charge (2IC) for the eCommerce Order Fulfillment department.
• Identify online orders that are not meeting pre-agreed Service Level Agreements (SLAs) and proactively work with the store and logistics team to rectify these orders. Ensure timely communication of order updates to customers within the agreed SLAs.
• Resolve operational issues and queries from customers, stores, and logistics teams in a timely and effective manner.
• Provide accurate and valid support resolutions to users across various communication channels, including phone calls, email, and chat platforms.
• Establish, develop, and maintain strong business relationships with logistics partners and store stakeholders.
• Monitor and manage the day-to-day tasks of the Order Fulfillment Controllers, in coordination with the Manager.
• Hold eCommerce service partners accountable for compliance with pre-agreed procedures and SLAs, relentlessly pursuing efficiency, quality, and customer satisfaction.
• Maintain a comprehensive understanding of all eCommerce Order Fulfillment processes and procedures, ensuring effective communication, full comprehension, and compliance among the Order Fulfillment Controllers.
• Prepare and adjust Order Fulfillment shift rosters to align with the needs of the business.
• Assist the QA Specialist and Trainer in inspecting and assessing the quality of Controller communications and interactions, including demeanor, technical accuracy, performance, and compliance.
• Provide guidance to Controllers on appropriate, accurate, and effective communications with customers, stores, and logistics partners.
• Continuously review and assess the training needs of Controllers, collaborating with Quality Assurance and Training to conduct training needs assessments and deliver relevant training as required.
• Provide on-the-job coaching, mentoring, and shadowing to facilitate the development of Controllers to the required standard.
• This full-time position entails a 45-hour work week, scheduled between Monday and Sunday, including public holidays. The shift hours range from 7:00-16:00 or 12:00-21:00, accommodating the needs of our diverse customer base.

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) (preferred).
• +2 years of experience in a similar capacity or role, with a well-developed knowledge of eCommerce customer support and experience within a blended, multi-channel contact center (essential).
• Knowledge and understanding of order fulfillment, supply chain, and logistics processes within an eCommerce retail operation (essential).
• Experience in executing and facilitating the training of eCommerce retail operational procedures (essential).
• Experience in managing support services for eCommerce or retail applications (preferred).
• Proficiency with MS Office 365 to manage communications and other tasks related to the function (essential).

Key competencies and work ethic

• Attention to detail, organization, and a focus on quality. Diligently monitors work processes, tasks, and outputs to ensure accuracy and takes proactive measures to address any quality concerns.
• Customer-focused with a dedication to delivering a digital enriched customer journey experience.
• Self-motivated, driven, and possessing strong integrity. Takes accountability for actions and mistakes, contributing to a culture of excellence and ambition.
• Independent problem solver and analytical thinker with a proactive mindset.
• Demonstrates operational efficiency by effectively managing multiple tasks simultaneously, working smartly and efficiently.
• Excellent time management skills, able to prioritise tasks in a fast-paced and unpredictable environment. Identifies urgent and important tasks to ensure delivery to clients and other stakeholders.
• Innovative and solution-oriented, applying sound judgment and generating solutions that enhance workflow and meet deadlines.
• Excellent communication skills, adaptable to different communication styles to facilitate successful outcomes within the team and across functions in a matrix structure.
• Takes initiative, makes clear decisions, and initiates and introduces changes into work processes.
• Adaptable and responsive to change, able to adjust to a fast-paced, changing environment and tolerate ambiguity.
• Works well under pressure, balancing numerous competing demands in a high-volume, high-pressure, fast-paced working environment.

By fulfilling these responsibilities, the eCommerce Team Leader contributes to the success of the eCommerce Fulfillment team, delivering exceptional customer service and continuous improvement.