Job Details
Employer: Makro SA

Makro is searching for a Fulfilment Agent Team Leader that is HUNGRY, HUMBLE, ENGAGED, AND SMART AND FOLLOWS THROUGH.

Main Purpose of the job: This role will be responsible for the proactive management in achieving customer fulfillment SLA's, through the day to day management of a team of Fulfilment Agents. This entails the day to day performance management, performance improvement and ongoing development.

The role will also act as liaison and support between the NCIC and the store Fulfilment Teams in driving performance and customer query resolution. 

Key performance areas

Service Delivery

  • Ensuring daily, weekly and monthly service level agreements are achieved as per business standards
  • Quality assurance on all calls
  • Monitoring of service levels
  • Manage customer relationships through Contact Centre (telephone                   escalations, email)


  • Work distribution / workflow
  • Provide management with monthly statistics on SLA performance
  • Ensure all Makro processes are documented
  • Ensure quality assurance on all tasks (calls, admin, and email) as per best practice / SLA

Staff Management

  • Ensure that the team structure is resourced by motivated & empowered staff & lead by sound performance management & transformational leadership practices
  • Engage in Talent Management
  • Develop Individual Development Plans to enable employee career plans
  • Manage non-performance through performance management process
  • Manage Team Delivery based on performance plans
  • Foster team building
  • Ensure that the training, development and motivation of staff in the region is implemented as well as coach and mentor store managers to ensure that all staff are encouraged to maximize their capability and contribution
  • Ensure optimum staffing levels are maintained

Teamwork & Self-Management

  • Actively and consistently  maintain high standards of professionalism in all aspects of personal presentation and delivery
  • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
  • Demonstrate consistent application of group and company procedures and policies
  • Plan and prioritize, demonstrating abilities to manage competing demands
  • Provide appropriate resolution for tasks or deadlines not met
  • Maintain a positive attitude and respond openly to feedback
  • Show commitment to teamwork and a willingness to go the extra mile to achieve team objectives

Minimum Academic Requirements, Professional Qualifications, and Experience:

  • Matric
  • Tertiary Qualification advantageous
  • 2-3 years’ experience in similar role
  • Background in Retail and FMCG preferred
  • SAP Hybris experience advantageous
  • Team management experience


  • Evaluating Problem
  • Providing Leadership
  • Giving Support
  • Driving Success


  • Make informed judgements
  • Ensure customer/member centered performance
  • Ensure execution and achieve results
  • Ensure planning and improvement
  • Build and influence team
  • Ensure ethics and compliance
  • Adapt and learn.

Functional Competencies

  • Advanced Computer Literacy
  • High proficiency with analysis, BI and modelling tools
  • MS Office proficiency
  • Knowledge of Retail environment
  • Relevant legislation
  • Relevant SAP proficiency
  • In–depth knowledge of Knowledge of Supply Chain and logistic
  • Knowledge of organizational procedures and policies
  • Knowledge of Makro software applications


Makro supports Employment Equity principles and preference in all appointments will be given to people from designated groups and with disability.

If you don`t hear from us within fourteen days please consider your application unsuccessful.



Apply before Friday, February 22, 2019 - 6 Days left Companies may expire jobs at their own discretion. If you have not received a response within two weeks, your application was most likely unsuccessful.
Hot Job 116 people have applied for this job. 566 people have viewed this job.
  • Founded
    January, 1971
  • Industry
  • Type
  • Reach
  • Size
    5000 to 10000 employees
We are Family Our team is like a family. We laugh together, share stories and do whatever it takes to produce results. We are a team with lots of care for one another often helping each other outside of the work environment. Michael Burns Trainee Merchant