The purpose of this job is to oversee the daily execution of online order processing, picking, packing, and dispatch across Brights digital sales channels. This role ensures that all e-commerce orders placed through the Brights online store powered by Magento and marketplace channels such as Amazon are fulfilled accurately, efficiently and within service level timelines. This role supervises the fulfillment team, maintains operational standards, and ensures that customers receive a seamless and reliable online shopping experience aligned with Brights customer service standards.

KEY RESPONSIBILITIES:

• Order Fulfillment Operations: Supervise daily e-commerce order fulfillment operations including order processing, picking, packing and dispatch.
• Ensure all orders from the Brights online store and marketplaces are fulfilled accurately and within defined service level timelines.
• Monitor order queues and prioritize urgent or same-day dispatch orders.
• Ensure correct packaging, labelling, and documentation for all outgoing orders.
• Platform & Systems Management: Monitor and manage incoming orders through the Brights e-commerce platform built on Magento.
• Oversee order processing and fulfillment for marketplace orders, including those received via Amazon.
• Ensure accurate order status updates and tracking information are captured in the system.
• Work closely with IT and the E-Commerce team to escalate and resolve platform or integration issues.
• Team Supervision: Supervise and coordinate the daily activities of the e-commerce fulfillment team.
• Allocate picking and packing tasks to team members based on order volume and operational priorities.
• Monitor productivity, accuracy, and adherence to fulfillment procedures.
• Provide coaching, training and performance feedback to team members.
• Inventory & Order Accuracy: Ensure correct product picking and prevent fulfillment errors.
• Conduct regular stock checks for e-commerce inventory locations.
• Ensure proper handling of damaged, missing, or incorrect items.
• Logistics & Dispatch Coordination: Coordinate with courier and delivery partners to ensure timely order collection and dispatch.
• Ensure all shipments meet courier packaging and documentation requirements.
• Monitor delivery timelines and escalate delays or service failures.
• Returns & Customer Resolution: Manage e-commerce returns, exchanges, and order discrepancies.
• Work closely with the Customer Service team to resolve customer order queries.
• Reporting & Operational Performance: Maintain operational reports and provide updates to the E-Commerce Manager.
• Monitor daily fulfillment performance including order turnaround times, picking accuracy, and dispatch volumes.

REQUIREMENTS:

• Matric or Equivalent
• 4-5 years Retail Experience, Ecommerce, Customer Service or Sales Experience
• Retail Management, Customer Service, Project Management, Sales Management, Logistics training
• Brights Product knowledge
• Customer Service Excellence/NPS/Flexible Payments/Loyalty/Etiquette
• ECommerce & Marketplace platforms
• Working knowledge of Magento or similar e-commerce platforms
• Experience in managing ecommerce marketplace fulfilment such as Amazon
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Computer Literacy
• K8 System Knowledge

Kindly note that if you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful.

We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company’s equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.