Digital Commerce:Order Fulfilment Controller Placement At Shoprite Capetown For 2024

Closing date: Not Specified

Digital Commerce: Order Fulfilment Controller (Sixty60) Placement For 2024

About Shoprite

Shoprite is a popular supermarket chain in South Africa that offers a wide range of groceries and household items at affordable prices. Known for its bright and organized stores, Shoprite is a go-to destination for families and bargain hunters alike. With various departments including fresh produce, bakery, butchery, and deli, customers can easily find everything they need in one convenient location. Additionally, Shoprite often runs promotions and discounts, making it an even more attractive option for those looking to save money. Overall, Shoprite is a reliable and popular choice for grocery shopping in South Africa.

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Role Description

As an Order Fulfillment Controller, it is imperative that you cultivate an FCR (First Contact Resolution) culture for eCommerce customer complaints. Your primary responsibility will be to troubleshoot and promptly resolve client incidents while supplying correct, valid, and comprehensive information.

Your main duty on Digital Commerce will be to provide customers, merchants, couriers, and other stakeholders with comprehensive, efficient, and helpful support resolutions via chat, email, and voice. Your goal is to provide exceptional customer service by responding to the needs and concerns of our clients and encouraging their loyalty and satisfaction.

Building and maintaining relationships with key figures in the Digital Commerce operation is one of the most crucial aspects of your work. This means keeping abreast of the policies and procedures provided by pertinent eCommerce systems and promptly notifying clients of any changes. As the primary point of contact for both operations and customers, you will take the initiative to address any queries that may arise and find solutions for any ongoing operational issues.

To ensure smooth Digital Commerce operations from order creation to delivery, you will be responsible for increasing the percentage of online orders that are delivered to clients on time and in full. This means identifying past-due online transactions based on previously set Service Level Agreements (SLAs) and collaborating with delivery services and retailers to expeditiously settle these orders. Additionally, you will maintain a rigorous code of transparency throughout the order fulfillment process and be in continual communication with customers, providing them with updates as needed.

You will also identify trends in support interactions and bring up issues as necessary because you are a proactive and analytical team player. You will facilitate the adoption of effective solutions and contribute to process improvements by identifying patterns and trends, which will help us improve our customer support services.


  • Grade 12 / Matric (NQF4) – (essential)
  • National Diploma and Advanced Certificates (NQF6) / Bachelor’s degree, Advanced Diplomas, Post Graduate Certificate and B-tech (NQF7) – (preferred)
  • +3 years’ experience in a similar role, with a well-developed knowledge of eCommerce client support and experience within a blended, multi-channel operations environment – (essential).
  • Knowledge and understanding of order fulfilment, supply chain and logistics processes to execute relevant role functions within an eCommerce retail operation – (preferred).
  • Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).

Key competencies and work ethic

  • Technical Proficiency and Product/Service Knowledge: Exhibits a thorough understanding of eCommerce technical data, products, and services, allowing for efficient problem-solving and customer guidance. keeps knowledge current to carry out the work effectively.

  • Customer Orientation: demonstrates a sincere dedication to providing excellent customer service. demonstrates empathy for clients, pays attention to their requirements, immediately handles problems, lives up to expectations, and makes a good impression. puts the needs of the customer foremost in all of their contacts.

  • Excellent Communication Skills:displays remarkable abilities in both written and spoken communication. transmits data and information in an accurate, succinct, and clear manner. Pays close attention when speaking with customers and stakeholders, makes pertinent inquiries, and gives thorough answers.

  • Strong Problem-Solving Abilities: Demonstrates strong problem-solving skills by comprehending new information, generating valuable insights, and proactively exploring multiple courses of action to identify feasible solutions. Displays a proactive attitude towards investigating and resolving complex issues.

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  • Well-Developed Interpersonal Skills: possesses exceptional interpersonal skills that allow for professional interaction and engagement with people at all levels of the organizational hierarchy. Creates a genuine and gratifying connection with clients and associates, promoting cooperative partnerships.

  • Ability to Work Under Pressure: thrives in a fast-paced, high-pressure work atmosphere. Clearly sets priorities, controls conflicting demands, and remains composed under pressure. Delivers consistent outcomes while adapting to changing circumstances.

  • Energetic and Vibrant: embraces the dynamic nature of the role and approaches work with vigor and energy. exudes passion and a positive outlook, which encourages team members to be motivated and productive.

  • Adaptability and Flexibility: Accepts change with ease and exhibits flexibility in response to varying requests and changing business requirements. has a flexible attitude and is quick to modify methods to take into account changing priorities.

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