Service & Partner Coordinator

Overview

Listing reference:  
Listing status: Online Apply by: 26 January 2026

Industry: Wholesale & Retail Trade Job category: Others:
Sales and Purchasing Location: Cape Town Contract: Permanent EE position: No

To drive service excellence & continuous improvement in online operations through a partnership with stores & our service partners

Systems

• Support rollout of new processes/initiatives and system enhancements driving any process optimisation opportunities or meeting statutory requirements
• Ensure system process compliance in line with agreed procedures
• Become SME in in store picking application to support problem solving and to drive enhancements.
• Weekly incident review with IT business partners to identify failure points and track any system enhancements impacting processes and efficiencies in store

Stores

• On-going review analysis & measurement of all online store processes in partnership with store/div ops teams to identify key focus areas and agree action plans
• Drive service and process improvements with internal & external partners
• Identify optimisation opportunities by analysing and interpreting data outputs from both internal and external sources to ensure process compliance aligned to KPI’s
• Drive corrective actions by identifying failure points through analysing & sharing key performance reports
• Identifying store training needs through store visits/performance reviews and provide support
• Facilitate monthly performance discussions with stakeholders in order to drive service improvements and identify system enhancements

Customer Service Centre/Customer

• Daily monitoring & management of store and call centre escalations in order to drive resolutions and doing root cause analysis.
• Support the rollout of peak plans by co-ordinating with all relevant stakeholders (divisional operations, call centre & delivery partners)
• Establish weekly feedback sessions with the CSC to identify current pain points

Trade

• Review and brief stores and CSC on all promos and events which could have an impact on order and call volumes
• Enable trade discussions with stakeholders to review product limits, availability and any triggers impacting store operations and the customer experience

COMPETENCIES

• Strong customer service orientation
• Strong analytical skills through use of data and process reviews
• Good communication skills – verbal and written
• Able to plan, co-ordinate and work in a pressurized environment
• Able to collaborate
• Able to build relationships
• Able to manage stakeholders (internal & external)

Minimum requirements

• Relevant degree / diploma
• Relevant work experience (3-5 years Retail/Supply Chain/Online Experience at a supervisory/management level)
• Understanding of store operational policies & procedures
• PC literate (proficient in excel at intermediate level)
• Flexibility - Able to work extended hours/weekends over peak periods
• Able to travel

“As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions”