E-commerce Order Fulfilment - iStore Canal Walk Cape Town at iStore

• As an iStore E-Commerce administrator you need to ensure world class customer service in all eCommerce store fulfilment including deliveries from store as well as assisting online in stores. Focus on timeous processing of Same Day, Chosen Day, and Delivery Now (1 hour deliveries). Collaboration across store, TMS-Picup, Drivers, central eCommerce operations.

Key Responsibilities

E-Commerce Order Fulfilment (Delivery from Store)

• Retrieve new delivery orders from the eCommerce system immediately upon notification
• Pick, pack, and prepare customer orders in line with defined packaging and quality standards
• Book courier collections and ensure parcels are ready within daily cut-off times
• Proactively follow up with couriers to ensure successful dispatch and delivery
• Identify and communicate any potential delays or delivery risks to customers and Head Office Operations
• Manage customer returns, complaints, and operational emergencies related to store delivery and Click & Collect
• Log and escalate fulfilment delays or issues promptly to Head Office Operations

Click & Collect Order Support

• Support store administration with Click & Collect order processing
• Monitor and manage orders via the Click & Collect dashboard
• Ensure orders are correctly scanned out to maintain accurate stock balances
• Prepare and queue orders in advance to ensure rapid release when customers arrive in store

Operations Coordination & Issue Escalation

• Monitor daily fulfilment progress to prevent SLA breaches
• Act as the first point of contact for courier pickups and store-related fulfilment queries
• Proactively identify and escalate operational risks, exceptions, and stock issues
• Maintain accurate handover logs and fulfilment documentation
• Provide regular updates to Head Office Operations until issues are resolved

Store Operational Support & Fulfilment Supplies

• Track and manage fulfilment supplies including packaging, labels, bags, and stationery
• Submit replenishment requests proactively based on usage trends
• Maintain cleanliness, organisation, and readiness of the fulfilment and packing area
• Support broader store operational tasks during quieter fulfilment periods

Required Qualifications

• Completed Matric
• Tertiary qualification advantageous but not essential

Experience Required

• Experience in iStore or a comparable consumer goods retail environment
• Exposure to in-store operations and order fulfilment
• eCommerce or logistics experience advantageous

Key Competencies & Attributes

• Customer Service Orientation
• Passionate about delivering a world-class customer experience
• Situational Awareness
• Able to assess situations quickly and take appropriate, timely action
• Conflict & Issue Management
• Handles complexity, pressure, and customer concerns calmly and effectively
• Attention to Detail
• High standards of accuracy in order handling and documentation
• Learning & Development Mindset
• Open to feedback and proactively seeks opportunities to learn and improve