Permanent
eCommerce Operations Agent
Core Group
Johannesburg, Gauteng
unknown
About this role
Employer: Core Group
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 unavailable
+ Ensure 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