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Role Purpose

The Logistics Controller provides efficient ecommerce support to drivers, handling client interactions and order queries through help centre channels in a timely, friendly, and professional manner. This role leverages knowledge of ecommerce operations and order fulfilment to resolve or escalate queries, enhancing the customer experience on ecommerce platforms. The Logistics Controller is part of the Customer Service team, supporting client agents, drivers, and internal stakeholders through real-time calls and emails. The team focuses on service excellence and uses analytics to implement solutions that improve performance and scale through better automation and processes.

Role Description

• Support a First Contact Resolution (FCR) culture for ecommerce client issues, and timeously troubleshoot customer incidents providing accurate, valid, and complete information.
• Provide positive, efficient, and complete support resolutions to users, including customers, drivers and other stakeholders across various channels (including voice, email, chat, etc.).

Establish and maintain a relationship with key parties of the eCommerce operation to:

• Understand processes and procedures available on applicable ecommerce systems, and efficiently update the client.
• Act as the point of contact for the operations and clients to resolve day-to-day operational issues and queries.
• Support ecommerce operations flow from order creation to delivery and maximizing the percentage of online orders to be delivered to customers on-time.
• Identifying online orders that are behind pre-agreed SLAs and proactively working with the client and delivery operations to rectify these orders.
• Identify where proactive communications are required to the client and customer.
• Identify common trends within support interactions and escalate appropriately.

Qualifications and Experience

• Grade 12 certificate – (essential).
• Diploma in Logistics, Supply Chain Management, or a related field – (preferred).
• +2 years’ experience as a Contact/Help Centre Agent or similar role – (essential), with well-developed knowledge of e–commerce client support and experience within a blended, multi-channel contact centre – (preferred).
• Knowledge and understanding of order fulfilment, supply chain and logistics processes to execute relevant role functions within an ecommerce retail operation – (essential).
• Proficient in Microsoft Office with a focus on applicable tools to execute areas of function – (essential).

Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

We are committed to Employment Equity when recruiting internally and externally.

Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.

If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.