eCommerce Operations Agent – Core Group (iStore Head Office)
Location: Sandton, Gauteng
Job Type: Permanent
Posted: 28 April 2026
Closing Date: 31 May 2026
Industry: Consumer Electronics
Business Unit: Online – eCommerce
Division: iStore Head Office
Experience Level: Mid-Senior
An opportunity has become available for an experienced eCommerce Operations Agent within Core Group’s iStore Head Office division, based in Sandton, Gauteng. This role sits within the online and eCommerce business unit and is focused on delivering a seamless, high-performance customer experience across all digital fulfilment operations in South Africa.
The consumer electronics retail environment is highly competitive, fast-moving, and customer-driven. In this space, speed, accuracy, and reliability are critical factors that directly influence customer satisfaction and brand reputation. The eCommerce Operations Agent plays a key role in ensuring that every online order is processed efficiently, delivered on time, and handled with precision from purchase to delivery and even returns.
This role is central to the success of omni-channel retail operations, where customers expect a smooth integration between online shopping, store pickup (Click & Collect), and home delivery services. The position requires a strong operational mindset, attention to detail, and the ability to coordinate multiple stakeholders across logistics, retail stores, and courier partners.
Role Purpose and Strategic Function
The primary purpose of this role is to ensure world-class execution of eCommerce fulfilment operations across South Africa. This includes managing order flow, courier coordination, customer experience, and store integration to guarantee consistent and reliable delivery performance.
A key focus is maintaining high service level agreement (SLA) performance, particularly ensuring that at least 98% of orders are delivered on time and in full. This requires continuous monitoring, proactive problem-solving, and efficient coordination between internal teams and external logistics partners.
The role also supports the broader digital transformation strategy of the business, ensuring that online and physical retail operations function as a single, integrated ecosystem.
Key Responsibilities Explained in Detail
1. Fulfilment and Operations Management
You will be responsible for overseeing the daily health of all eCommerce orders across South Africa. This includes Same Day delivery, Scheduled deliveries, Click & Collect orders, and store-based delivery fulfilment.
Key operational responsibilities include:
- Ensuring 100% daily order processing and courier handover
- Monitoring SLA performance and maintaining 98% on-time delivery targets
- Managing Transport Management Systems (TMS) and courier partner performance
- Coordinating driver availability and capacity planning during peak sales periods
- Overseeing Same Day delivery transfers and logistics execution
You will also be responsible for improving operational workflows, standard operating procedures (SOPs), and control systems to reduce errors, delays, and operational risks.
2. Order Administration and Accuracy Control
Accurate order management is critical in eCommerce operations. You will oversee the administration of online orders, ensuring correct processing of deliveries, exchanges, and returns.
This includes maintaining data integrity across systems and ensuring that customer orders are fulfilled exactly as requested, without delays or discrepancies.
3. Packaging and Supply Coordination
You will manage the forecasting, procurement, and distribution of packaging materials such as boxes, envelopes, and shipping supplies across stores and fulfilment centres.
Proper packaging management ensures efficient order dispatch and helps maintain brand standards during delivery.
4. Customer Experience and Escalation Management
A major part of the role involves managing customer communications related to order delays, delivery updates, and SLA breaches.
You will handle escalated customer complaints, resolve operational issues, and ensure that customers are kept informed throughout the order journey.
Additional responsibilities include:
- Managing Click & Collect issues and stock availability challenges
- Overseeing returns and complaint resolution processes
- Ensuring proactive communication with customers during delays or exceptions
Customer satisfaction is a key performance indicator in this role.
5. Stock Transfers and Order Fulfilment Support
When stock is unavailable at a selected store, you will manage stock transfer coordination (SCTs) to ensure Click & Collect orders are fulfilled within 48 hours.
This requires close collaboration with store teams and logistics partners to ensure efficient stock movement and availability.
6. Omni-Channel Collaboration and Store Support
You will work closely with retail store managers and operations teams to ensure consistent execution of Click & Collect and store delivery services.
This includes:
- Sharing weekly performance reports and SLA metrics
- Providing training on operational systems and procedures
- Supporting stores with operational challenges and best practices
You will also play a role in promoting a strong omni-channel culture through communication, engagement, and recognition of performance excellence.
In some cases, you may provide hands-on support in stores, including order picking, invoicing, and on-the-job training.
Minimum Requirements Explained
Matric / Grade 12 (Essential)
Basic educational qualification required for understanding operational processes and system-based work.
Relevant Qualification (Preferred)
A qualification in Administration, Business, or Information Systems is beneficial for understanding structured operational environments.
Administration or Project Management Qualification (Advantageous)
Helpful for managing workflows, deadlines, and multi-step operational processes.
2–3 Years Retail or Store Operations Experience
Experience in retail operations ensures familiarity with customer service environments and store-based logistics.
eCommerce or Fulfilment Experience (Advantageous)
Prior exposure to online order processing, logistics, or fulfilment systems is highly beneficial.
System Knowledge (Magento / Shopify Advantageous)
Familiarity with eCommerce platforms improves efficiency in order management and troubleshooting.
TMS Experience (Advantageous)
Knowledge of Transport Management Systems helps in coordinating logistics and courier performance.
Key Skills and Competencies
- Strong attention to detail and high accuracy levels
- Customer-first mindset with strong service orientation
- Ability to perform under pressure in a fast-paced environment
- Strong organisational and planning skills
- Problem-solving and solution-driven thinking
- High computer literacy and system adaptability
- Strong communication and teamwork abilities
- Ability to multitask across multiple operational channels
- Strong numerical and analytical thinking skills
Performance Success Measures
Success in this role is measured through clear operational and customer-focused indicators, including:
- Maintaining ≥98% SLA compliance for on-time deliveries
- Ensuring 100% daily order processing accuracy
- High customer satisfaction and effective escalation resolution
- Strong collaboration between online operations and physical stores
- Continuous improvement in operational efficiency and reporting accuracy
Work Environment
This role operates in a fast-paced retail and eCommerce environment where precision, speed, and coordination are essential. You will be working with multiple teams including logistics partners, retail stores, customer service teams, and internal operations departments.
The environment is highly dynamic, especially during peak sales periods, product launches, and promotional events where order volumes increase significantly.
This eCommerce Operations Agent role offers a strong opportunity for professionals who are passionate about retail operations, logistics coordination, and customer experience in a digital-first environment.
It is a role that requires discipline, adaptability, and a strong operational mindset, with direct impact on customer satisfaction and business performance.
For candidates looking to grow within the eCommerce and retail operations space, this position provides valuable exposure to omni-channel strategy, logistics systems, and large-scale fulfilment operations within one of South Africa’s leading consumer electronics retail environments.
