Digital Commerce: Order Fulfilment Controller (Sixty60)

Role Purpose We are seeking a highly efficient and customer-oriented Digital Commerce Order Fulfilment Controller to join our team. In this role, you will be responsible for proactively managing potential order risks and providing exceptional Digital Commerce support to our valued customers across various channels. Your main objective will be to ensure that all inbound and outbound customer interactions are handled in a timely, friendly, knowledgeable, and professional manner. As a Digital Commerce Order Fulfilment Controller, you will leverage your in-depth knowledge of Digital Commerce retail operations and order fulfilment processes to proactively address and resolve customer and operational queries. Your ability to communicate efficiently and provide accurate information will contribute to an enhanced customer experience on our Digital Commerce platform. Working in a fast-paced and dynamic Order Fulfilment environment, you will be handling a substantial volume of customer interactions. Your primary focus will be on proactively managing potential order risks, supporting customers proactively, stores, courier partners, and internal stakeholders through real-time calls, chats, and emails. This customer-centric and analytics-driven team strives to identify opportunities to improve customer satisfaction, enhance performance, and scale operations through automation, optimised processes, and product enhancements. This full-time position entails a 40-hour work week, scheduled between Monday and Sunday, including public holidays. The shift hours range from 7:30-16:30 or 11:30-20:30, accommodating the needs of our diverse customer base. If you are passionate about providing exceptional customer service, thrive in a fast-paced environment, and are eager to contribute to our continuous improvement efforts, we would love to have you on our team as a Digital Commerce Order Fulfilment Controller. Join us and play a key role in proactively managing order risks and delivering a seamless and delightful experience for our valued customers. Role Description As a Digital Commerce Order Fulfillment Controller, your role is pivotal in supporting a First Contact Resolution (FCR) culture for Digital Commerce customer issues. Your primary responsibility will be to troubleshoot and resolve customer incidents in a timely manner, ensuring that accurate, valid, and complete information is provided. You will play a crucial role in delivering positive, efficient, and comprehensive support resolutions to users, including customers, stores, couriers, and other stakeholders across various channels such as voice, email, and chat . Your goal is to provide exceptional support experiences that address the needs and concerns of our customers, promoting customer satisfaction and loyalty. Building and maintaining relationships with key parties involved in the Digital Commerce operation is a critical aspect of your role. This includes understanding the processes…