Virtual Coordinator - Cape Road

Dis-Chem Pharmacies Limited; Gqeberha; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Staff account

Job summary

Dis-Chem Pharmacies seeks a Virtual Coordinator to manage online orders for collection or delivery, ensuring timely processing across online, front shop and dispensary and adherence to SLA. You will coordinate across stakeholders and keep accurate records to optimize customer satisfaction.

Essential requirements include Grade 12 and 1–2 years in retail; a Diploma in Retail Business Management or eCommerce experience is a plus.

Qualifications

• Grade 12/Matric is essential.
• Diploma in Retail Business Management or relevant preferred.
• Experience in retail or eCommerce is advantageous.

Responsibilities

• Process virtual orders for collection or delivery within SLA.
• Finalise waybill and dispatch delivery orders to meet SLA.
• Maintain accurate process documentation and reporting.
• Identify opportunities to streamline in-store fulfilment and dispatch.
• Respond to email, delivery and system queries timely.
• Report system issues per SOPs and ensure orders are picked/packed correctly.
• Ensure orders are ready for collection or delivery as scheduled.
• Execute purchases per Dis-Chem procedures.
• Maintain department standards and propose improvements with management approval.
• Provide regular feedback on order processes, fulfilment rates and SLA adherence.
• Implement new operations communicated by Store or Head Office.

Skills

Attention to detail

Communication skills

Problem-solving

English proficiency

POPI Act knowledge

Education

Grade 12 / Matric

Diploma in Retail Business Management

Tools

Microsoft Office

Job description

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
• Driver’s license and own reliable transport

Remuneration and benefits:

• Market-related salary
• Medical aid
• Provident fund
• Staff account

Dis-Chem Pharmacies is an equal opportunity employer. Dis-Chem’s approved Employment Equity Plan and targets will be considered as part of the recruitment process aligned to Dis-Chem’s Employment Equity & Transformation Strategy. Dis-Chem actively supports the recruitment of People with Disabilities.