Seasonal Supplier Liaison Agent

About You

• If you're a tenacious problem solver who is determined to objectively identify the right way forward for every occasion, then we need you!
• You love to investigate the details and will not be deterred by new challenges. Your goal is to find the best possible resolution for ODO customers, while working hand-in-hand and building long-term relationships with our suppliers. You have strong interpersonal and negotiation skills, and thrive on continuous improvement.
• Most importantly, you're excited to make a meaningful impact during our peak trading season.

Responsibilities

• Serve as the primary after-sales point of contact for suppliers, addressing any issues or concerns raised by customers
• Build and maintain strong relationships with key suppliers
• Work hand-in-hand with the broader Customer Service department in representing the voice of the customer
• Drive continuous improvement by meeting with suppliers to streamline processes and improve the customer experience
• Keep the interests of ODO top of mind in all supplier collaboration and negotiation
• Track supplier performance in terms of factors such as quality assessments, resolution timelines and adherence to CPA guidelines
• Develop and implement corrective action plans when supplier performance falls short of expectations
• Collaborate with internal departments e.g. Sales, Procurement, Operations to ensure alignment on supplier requirements
• Identify cost-saving opportunities through supplier negotiations
• Follow existing SOPs, while absorbing and applying updates to processes
• Populate all relevant information across platforms / documentation / sheets as required.
• Complete physical assessments on returns in collaboration with the Reverse Logistics team
• Identify query and product-related trends and escalate/raise them to leadership and the relevant departments
• Consistently maintain SLA, KPI and Performance Measurement requirements
• Perform ad-hoc duties in accordance with business needs

Experience and Qualifications

• Matric / Grade 12 minimum
• 2+ years in customer service, ideally in eCommerce
• Experience using a ticketing system like Zendesk
• Excellent verbal and written communication skills - clear, friendly, professional
• Strong attention to detail and a flair for solving problems
• High adaptability, emotional intelligence, and a calm approach under pressure
• Comfortable learning new tools and tech quickly
• A positive, can-do attitude and a genuine passion for helping people
• Strong organisational and multitasking skills
• A proactive mindset - you notice things, raise flags, and follow through

Values

• Challenge Accepted: We set high standards for ourselves and embrace every query as an opportunity to deliver solutions, turning challenges into positive experiences that help us improve and grow.
• Solve Smart: We solve problems efficiently and creatively, learning from every interaction to strengthen our service and drive progress.
• Character Counts: We act with honesty, patience, empathy, and accountability - with our customers and with each other. We build trust, support one another, and ensure that every interaction reflects our values.
• Customer Obsessed: We actively listen, care deeply, and go the extra mile to resolve issues and create great experiences.
• Seriously Unserious: We bring energy, humour, and a positive attitude,even in challenging situations.