Ecommerce Coordinator at Display Mania

About the job
Role and Responsibilities

Responsibilities include, but are not limited to, monitoring and leading operations flow from order creation to delivery and maximising the percentage of online orders to be delivered to customers on time and in full by:

• Daily online order processing and shipping management across owned and third-party platforms.
• Identifying online orders that are behind per-agreed SLAs and proactively working with delivery operations to rectify these orders.
• Maintaining regular communication and relations with shipping vendors for online shipments.
• Identify where proactive communications are required to the customer.
• Responsible for providing positive, fast, and complete support resolutions to users, including customers and other stakeholders via phone and email.
• Updating all online order status’
• Communicating effectively and exercising sound judgment when interacting with customers
• Responding to all customer order questions relating to e-commerce orders (cancellations, tracking, delayed shipping, lost orders, etc).
• Maintenance of catalogs, inventory levels, and pricing on all online sites (stock levels, out of stock, discontinuing items)
• Responding to after-sales queries when needed.
• Responsible for identifying common trends within support interactions and escalate appropriately.

Qualifications and Experience Requirements

• Minimum of a matric certificate or 5 years proven work experience with an administrative or sales (preferably digital) background. Two years experience in business-to-business or business-to-consumer customer service.
• Well versed in IT skills, for example, Microsoft Office Suite
• Strong analytical skills
• Order fulfillment experience in eCommerce retail operations
• Highly motivated self-starter. Strong critical thinking skills, a positive attitude and excellent customer service skills. Creative and energetic with strong internal motivation to succeed.
• Excellent written and verbal communication skills in English (additional languages would be advantageous).
• Proficiency in interacting with people at all levels.
   

Preferred Skills

• Ability to work under pressure and multitask.
• Firm planning, deadline, and task-focused.
• Good attention to detail
• Able to work as a member of the team.
• Able to build and maintain effective working relationships.
• Out-of-the-box thinker and enterprising individual
• Open to change and to new opportunities to learn.
• An attitude of accountability, integrity, and excellence.