Dispatch Reconciliation Assistant

Role overview

We are seeking a detail-oriented and collaborative Dispatch Reconciliation Assistant. Their primary responsibility is to ensure safe, accurate, timely and efficient delivery of all orders while facilitating and supporting drivers and dispatchers as they perform their duties. The incumbent should have prior experience dealing with e-commerce, preferably in the fashion/apparel sector.

The ideal candidate must be primarily an excellent communicator, well organized and able to remain calm and composed, especially in emergency situations. They must be able to multitask as well as take the appropriate action with little supervision.

Key responsibilities

Customer service

• Act as the primary point of contact for online and mail order customers.
• Answer phone and email enquiries, resolve complaints and process orders in an efficient and timely manner.

Product knowledge

• Develop in-depth knowledge of Shop Zetu's products to inform customer service and impart information to the Vendor Management Services team.
• Accurately complete daily balancing and closing of sales.

Operational support

• Ensure each customer receives outstanding service on time.
• Ensure refunds are done immediately on BOYA.
• Verify payments submitted by clients through payment gateways and instruct riders to release goods accordingly.
• Process returns and exchanges on time at the POS location.
• Report sales and update the G Drive daily.
• Keep sales reconciliation up to date according to the SLA advised by the team lead.
• Follow up on unpicked orders sent to the stores and ensure they are returned to the warehouse on time.
• Track store orders to ensure clients pick them on time and all cash payments made at the store or to riders are banked the same day.
• Forward all weekly reports to the manager on time.
• Provide accurate and efficient record keeping for all refunded orders.
• Liaise with dispatch to close pending fulfilled and unpaid orders twice per month as per the SLA given.
• Receive correct returns from clients and coordinate with the customer service team to close them.
• Fill in the drive reports (Sales, Refunds, Returns) daily and keep them up to date.
• Answer phones and respond to customer requests and questions, and provide information on delivery times, tracking and policies.
• Communicate with the Warehouse Department regarding order preparation and any inventory issues.
• Complete administrative duties as required.
• Adhere to all health and safety procedures.
• Any other duty assigned by the supervisor.

NB: This job description and its responsibilities may change at any point, within reason, in line with the needs of the brand and organization.

Qualifications

• E-commerce experience and a degree preferred.
• Exceptional analytical skills.
• Proficiency in Microsoft Excel, Word and a variety of business intelligence and analytics systems.
• Excellent communication skills and keen attention to detail.
• 1+ years of experience as a Dispatch Assistant or in a similar position.

Essential skills & knowledge

• Decision making: Willingness and ability to make big-picture decisions that are in the best interest of the entire company.
• Problem solving: A problem-solving mindset, with a creative and innovative approach to any challenging situation.
• Working under pressure: Ability to deliver against set objectives while working under pressure.
• Computer proficiency: Knowledge of computers for scheduling and dispatching duties.
• Shared leadership & strong team player: Proven ability and commitment to work successfully in a highly cross-functional environment, gaining trust, respect and confidence quickly and effectively.
• Agility: Ability to work in a fast-paced environment and adapt to rapid change, including shifting priorities.
• Enthusiasm: Energy and determination to achieve results.
• Customer service: Ability to provide excellent customer service across the business.