Dis-Chem Pharmacies Cape Road store has an opportunity available for a Virtual Coordinator join the team. The main purpose of this role will be to maintain, monitor and coordinate all virtual orders within the store and ensure that it's effectively managed and collected or delivered within SLA. Ensure all role players in the process deliver against SLA requirements and approved processes to maximise customer satisfaction.
Minimum Requirements:
Essential:
Grade 12 / Matric
Minimum of 1-2 years' experience in a retail environment.
Advantage:
Diploma in Retail Business Management or relevant.
Previous experience in eCommerce
Job Specification
Ensure that all virtual orders (collection or deliver) within online, front shop and dispensary are processed in time.
Finalise waybill and dispatching of all delivery orders for the store to ensure we remain within SLA
Keep accurate record of all process documentation and reporting.
Identify opportunities to streamline in store operations in terms of the fulfilment and dispatch of virtual orders in store within the various departments.
Stay up to date with all email, delivery and system related queries in store and act accordingly.
Report any system issues as per Dis-Chem standard operating procedures.
Ensure each order is correctly picked and packed to avoid any customer discrepancies.
Ensure customer orders are ready for collection before the customer visits the store to collect their goods or receive their delivery.
Execute all purchases based on standard and consistent Dis-Chem operating procedures.
Maintain operational standards and develop plans to improve these standards within the department and get management approval before implementation.
Resolve any customer queries in the fastest most appropriate way possible.
Inform management of any unresolved customer matters as soon as possible to enhance customer satisfaction.
Constantly and actively strive to improve productivity of the department within the virtual order process and store to effectively achieve customer SLA.
Give management regular and up to date feedback regarding the virtual order process, order fulfilment rates and SLA adherence.
Implement all new operations as communicated through by either Store or Head Office management
Housekeeping must be in accordance to Dis-Chem standards. Make sure that your workstation is always clean and tidy.
Adhere to Dis-Chem Policies and Standard Operating Procedures.
Adhere to Health and Safety rules and regulations.
Adhere to the Dis-Chem uniform and personal appearance policy.
Competencies
Essential:
Microsoft Office - Word, Excel, PowerPoint and Outlook
Understand best practice in terms of maintaining SLA for virtual que orders and in store operations.
Pay attention to detail
English and 2nd Additional Language - Read, write, speak and understand
Knowledge of the POPI and consumer protection act
English - Read, write and speak well
Communication skills
Understanding problems and solving - problem-solving, patient and working under pressure
Honest, trustworthy and accuracy
Special conditions of employment:
South African Citizen
MIE, clear criminal and credit
Be able and willing to work according to retail schedules