E-Commerce Assistant

The E-commerce Assistant will be responsible for assisting and following up with all online customer queries. The individual will work with the rest of the E-commerce team to ensure that all customer queries, on demand orders and click and collects are seen to within the targeted time. The position is based at our Joburg Warehouse in Kempton Park.

Duties and Responsibilities

• Communicate with customers in a friendly and professional manner and resolve any queries in an efficient manner.
• Ensure all GoFetch orders are picked, dispatched and received on time.
• Conduct follow-ups with PICUP when orders are running late.
• Effective Management of the Online and GoFetch email inbox by ensuring all mails have been responded to – no emails in the inbox that are older than 24 hours.
• Ensure all stores have the relevant knowledge and materials related to GoFetch.
• Ensure that effective communication and customer service is conducted when there are orders that are late (as per the expected delivery date) or short delivered – both online and GoFetch.
• Communicate when order will be sent out short and obtains the customers’ approval.
• Process all IBTs on an immediate basis (where applicable).
• Assist in conducting weekly / monthly cycle counts to ensure effective stock management.
• Effective stock management by ensuring there are limited damages and write-offs within the monthly budget or less than R per month.
• Ensure damages and write-offs are processed before the 25th of every month.
• Processing of all GRVs and invoicing on an immediate basis.
• Assist when orders need to be booked with the courier service.
• Assist with picking and packing when needed.
• Conduct effective end-of-day housekeeping.
• Ensure no GoFetch orders are missed.
• Ensure the team are adding notes to the orders on Cloudbase.
• Ensure no orders are sent with the courier services as Express, Overnight or Sameday without the approval of your manager.

Working hours will be Monday to Sunday, 08 : 00-20 : 00 shift work, but may require additional hours should the business require it.

Part of the E-commerce assistant duties will be to be available during a busy sales period e.g. Black Friday.

Skills and Specifications

Education and Qualifications

An ideal candidate should have Matric, with retail and customer service experience. Product knowledge of all that Absolute Pets sells to the public. Knowledge of Microsoft Office Suite. Candidates with a Driver’s License will have an edge over the others but it is not the deciding factor. Knowledge of IQ.

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