Digital Commerce : Order Fulfillment Shift Manager

ShopriteX; Bellville; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading retail logistics company in Bellville is seeking a Supervisor to manage operations and enhance service delivery. The ideal candidate will have at least 4 years of supervisory experience in logistics or eCommerce, play a key role in optimising resources, and cultivate a high-performing team. Strong leadership and communication skills are essential for this position, which requires candidate adaptability in a fast-paced environment.

Qualifications

• Matric / Grade 12 required.
• 4 years' experience in a Supervisory role in Logistics or eCommerce Operations.
• Familiarity with communication technology is essential.

Responsibilities

• Manage operations and ensure delivery performance.
• Optimise resource allocation and monitor delivery progress.
• Lead a team of Team Leaders and promote a culture of improvement.

Skills

Multitasking

Communication

Team Leadership

Education

Degree in Logistics, Supply Chain Management, or Business Administration

Job description

The purpose of the role is to make tactical decisions based on performance indicators and exception dashboards to ensure that Checkers Sixty60 and Pingo meets its service level agreement to our customer. The position entails managing a team, with a focus on developing, recruiting, and retaining top talent. Additionally, the role involves spearheading strategic decision-making processes and engaging with key stakeholders. The ultimate objective is to optimise operations to deliver exceptional customer experiences.

Role Description

• Provide insights and information to Sixty60 stores and Pingo operational teams to ensure a stable and optimised delivery operation.
• Manage the operations including managing relevant activities, processes, and teams.
• Ensure timely and accurate assignment of drivers within clusters maximising efficiency and delivering within Pingo Service Level Agreements (SLA).
• Manage store capacity by proactively identifying and addressing operational bottlenecks or challenges to maintain smooth delivery operations throughout the shift.
• Monitor real-time delivery progress and adjust resource allocation as needed, proactively with internal and external stakeholders.
• Maximise the percentage of orders that are delivered to customers on-time by identifying online orders that are tracking behind pre-agreed SLAs and proactively working with fulfilment and delivery operations to rectify the root cause of delay.
• Continually monitor key performance indicators and exception dashboards to inform tactical plans per shift with the goal to maintain Service Levels in line with SLA.
• Daily reporting on results on national level to key stakeholder groups.
• Identify improvement opportunities through operational or technical changes and drive these to implementation.
• Facilitate effective coordination and collaboration between control centre staff and other department such as operations, Support Centre, stores, IT, Planning and Pingo's clients to streamline operations and resolve issues / incidents affecting the shift.
• Act as key point of contact for operations and other teams to resolve ad hoc issues and queries.
• Manage and lead a team of Team leaders within the with a focus on developing, recruiting, and retaining top talent.
• Provide regular coaching and feedback to Team Leaders and Controllers, fostering a culture of continuous improvement and professional development.
• Promote collaboration and teamwork among control centre staff, facilitating open communication and knowledge sharing to enhan
• Recognise and reward exemplary performance within the team, motivating staff to achieve individual and collective goals while maintaining high morale.
• Work with the other Shift Managers and Head of Customer Operations to ensure a consistent and aligned leadership team.
• Quickly and effectively manage, in conjunction with HR, any employee relation matters.
• Develop and maintain effective shift schedules that balance workload distribution, employee availability, and operational requirements to ensure optimal coverage at all times.
• Monitor staffing levels and request resource allocation in response to fluctuating demand or unexpected events, minimising disruptions and maintaining service continuity.
• Effectively managing overtime cost and leave approvals.
• Evaluate break schedules and implement strategies to minimise downtime and maximise productivity without compromising employee well-being or regulatory compliance.
• Manage and drive recruitment of controller vacancies in the team.
• Maintain clear and open lines of communication with team leader's customer experience manager, and other stakeholders, ensuring timely distribution of information, updates, and instructions.
• Work with the Customer Experience Manager on implementing any process improvements, provide feedback on the effectiveness of initiatives and act as a change agent for your shift.
• Ensure seamless communication and coordination during shift handovers for operational continuity and efficiency. Foster structured information exchange and collaboration between shifts, minimising disruptions and maximising productivity.
• Manage emergency response by following protocols and procedures. Guide control centre staff and effectively manage critical incidents or emergencies whilst ensuring the safety and well-being of drivers and Pingo employees and minimising disruption to operations.
• Coordinate with external stakeholders, such as emergency services, to facilitate timely and appropriate responses to emergencies and ensure compliance with regulatory requirements.
• Conduct post-incident debriefs and reviews to identify lessons learned and opportunities for improvement in emergency response protocols and implement corrective actions as necessary to enhance future response capabilities.
• Comprehensive understanding of all tools and Systems.
• Provide regular feedback on systems improvements and / or challenges to help drive system improvements.

Qualifications and Experience

• Matric / Grade 12 (essential).
• Degree in Logistics, Supply Chain Management, Business Administration, or a related field – (preferred).
• 4 years' experience in a Supervisory role in Logistics, Transportation, or eCommerce Operations within a shift-based structure is highly beneficial – (essential).
• Familiarity with communication technology such as email, phone systems, messaging platform – (essential).
• Must be able to work long hours (including weekends and Public Holidays) – (essential).
• Ability to multitask and work in a fast-paced environment – (essential).
• Experience in operating in a safe manner complying withall company policies & Health, Safety, Quality and Environmental requirements to ensure own safety and the safety of others – (desired).
• Experience in the compliance with Good Distribution and Good Documentation Practice guidelines as per South African Health Products Regulatory Authority (SAHPRA) – (desired).
• Good business acumen along with strong business understanding of the broader retail industry – (desired).

Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

We are committed to Employment Equity when recruiting internally and externally.

Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and / or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.

If you don't hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.

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