Warehouse Fulfilment Operations - e-Commerce at Core Group

Role Purpose

• The e-Commerce Courier Controller is responsible for managing the end-to-end courier and transport management process for eCommerce fulfilment operations. The role ensures that all customer orders are dispatched accurately and delivered on time through multiple courier partners while maintaining exceptional customer service standards.
• This role acts as the primary operational liaison between the distribution centre, transport management system providers, courier partners, customer service teams, and internal stakeholders to ensure a seamless delivery experience for customers.

Key Responsibilities

Courier & Delivery Operations

• Manage daily eCommerce delivery operations across all courier partners.
• Ensure same-day, scheduled, and standard deliveries are executed within agreed service levels.
• Monitor delivery performance and proactively manage exceptions.
• Track late deliveries and implement corrective actions.
• Ensure delivery manifests and waybills are accurately processed and reconciled.
• Support operational problem-solving relating to delivery failures and customer escalations.

Transport Management System (TMS) Administration

• Manage the day-to-day operation of the Transport Management System (Picup or equivalent).
• Ensure accurate geocoding, routing, batching, and order allocation.
• Monitor system performance and escalate issues where necessary.
• Maintain delivery status updates and operational visibility.
• Drive continuous improvement within transport management processes.

Customer Experience & Exception Management

• Monitor customer delivery journeys from dispatch to delivery completion.
• Investigate and resolve customer delivery queries.
• Manage escalations relating to failed deliveries, returns, and delivery disputes.
• Coordinate with Contact Centre teams to ensure timely customer communication.
• Maintain a customer-first approach in all interactions.

Courier Claims & Risk Management

• Manage claims relating to lost, stolen, damaged, or hijacked consignments.
• Liaise with courier partners regarding investigations and claim settlements.
• Ensure all claims are submitted accurately and within prescribed timelines.
• Maintain records of losses and recovery actions.
• Support inventory write-off processes where applicable.

Credits & Returns Management

• Process and monitor order cancellations and credits.
• Coordinate return-to-warehouse activities.
• Ensure all approved credits are processed within required timelines.
• Maintain accurate records of returned and credited inventory.

Reporting & Performance Analysis

• Produce daily, weekly, and monthly courier performance reports.
• Analyse courier SLA performance and identify trends.
• Monitor delivery exceptions and operational risks.
• Present actionable recommendations for service improvements.
• Support leadership with operational insights and reporting.

Stakeholder & Courier Relationship Management

• Build strong working relationships with courier partners and TMS providers.
• Collaborate with Warehouse Operations, Customer Service, Security, and eCommerce teams.
• Escalate service issues and drive resolution.
• Participate in operational reviews with courier partners. 

Minimum Requirements

Qualifications

• National Senior Certificate
• Diploma or Degree in Supply Chain Management, Logistics, Operations Management, Business Administration, or related field would be ideal

Experience

• 3–5 years' experience in e-Commerce fulfilment, logistics, courier operations, or transport management.
• Experience working with Transport Management Systems (TMS).
• Experience managing courier partners and delivery performance.
• Exposure to high-volume distribution centre operations.
• e-Commerce experience essential.

Technical Skills

• Advanced Microsoft Excel.
• Experience with TMS platforms (Picup, OneFetch, RAM, SkyNet, CIT or similar).
• Reporting and data analysis.