Order Management - CS Agent

Workwize; South Africa; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A fast-growing company in South Africa seeks a Sr CS Agent - Order Management. This role involves managing order processing, ensuring accurate product information, and effective communication with clients. The ideal candidate has over 3 years of experience in procurement or customer support, strong attention to detail, and excellent communication skills. The position offers a flexible remote working setup and a vibrant company culture focused on innovation and personal growth.

Benefits

Flexible remote working setup

Complete work-from-home package

Vibrant company culture

Qualifications

• 3+ years of experience in procurement, customer support, or an operations role.
• Strong attention to detail and quality standards.
• Familiarity with eCommerce platform guidelines.

Responsibilities

• Process customer orders with suppliers and confirm details.
• Communicate clearly with clients via the ticketing system.
• Identify and manage pricing discrepancies with the finance team.

Skills

Procurement

Customer support

Attention to detail

Communication skills

Order fulfilment processes

Proactive problem-solving

Tools

Customer support ticketing systems

Job description

About the Role

We are looking for a Sr CS Agent - Order Management, to manage order placement, suppliers’ communication, ensure accurate and up-to-date product information, and play a key role in processing orders and supporting our client inquiries. In this cross-functional role to ensure smooth order fulfilment and timely, accurate responses to our clients’ needs.

Key Responsibilities

Order Processing & Quality Control

• Process customer orders with suppliers, confirming product availability, alternatives, pricing, and shipping details within agreed timelines.
• Ensure orders are accurately completed and meet quality standards.
• Work closely with Customer Operations teams on catalogue-related topics, including keeping the product catalogue up to date, removing end-of-life products, and adding suitable alternatives.
• Identify and manage pricing discrepancies, ensuring timely alignment with the Finance team.
• Escalate complex supplier or order-related issues (e.g. pricing changes, product mismatches) to the appropriate teams.

Customer & Stakeholder Communication

• Communicate clearly and professionally with clients via the ticketing system to resolve order-related questions or issues.
• Respond to internal and external inquiries regarding order status, shipping, and returns.
• Proactively inform customers of order exceptions, delays, or changes, providing clear next steps.
• Share timely updates with other customer-facing teams to ensure alignment and smooth follow-ups.

Skills & Requirements

• 3+ years of experience in procurement, customer support, or an operations role.
• Strong attention to detail with the ability to maintain high-quality standards.
• Familiarity with eCommerce platform guidelines and compliance requirements.
• Excellent communication and customer service skills.
• Experience with order fulfilment processes.
• Comfortable working cross-functionally across several teams
• Ability to multitask and work effectively in a fast-paced environment.
• Proactive problem-solving skills with a customer-first mindset.
• Experience using customer support ticketing systems (e.g. Zendesk, Freshdesk, Intercom).

Characteristics

• Detail-oriented with a strong focus on accuracy and compliance.
• Strong sense of ownership and accountability.
• Excellent organizational skills with the ability to prioritize multiple tasks.
• A collaborative and service-oriented mindset.
• Self-motivated and capable of working independently as well as within a team.

What We Offer

• A role within a fast-growing, dynamic company environment.
• Flexible remote working setup, balancing office and home.
• A complete work-from-home package, including all necessary tools and equipment.
• A vibrant, entrepreneurial culture that encourages innovation and personal growth.

Our Team

Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapidly growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers.

We are looking forward to meeting you and discover if there is a match with the Workwize team!