Supplier Liaison and Customer Service Operations 2IC

Step into the wild world of OneDayOnly - South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL. Not to brag, but we have over a million potential savvy shoppers getting our daily dose every 24 hours.

We're not fussy - if the price is right and the quality checks out, we're selling it. That's what makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can blink. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party!

We're looking for a driven, detail-oriented Second-in-Charge (2IC) to support our Assistant Customer Service Manager (ASM) across the Supplier Liaison and Customer Service Operations teams. You will play a critical part in ensuring both teams are aligned, unblocked, and consistently delivering at pace. You will be deeply embedded in the operation and actively driving execution and supporting day-to-day flow.

Working with Team Leaders, you will help set them up for success by providing guidance, removing operational blockers, and ensuring priorities are clear and actionable. You will play a key role in maintaining momentum, resolving issues in real time, and ensuring high-quality output across both functions. You will help drive consistency, reinforce processes, and support strong performance across both Supplier Liaison and Customer Service Operations.

Team Enablement & Operational Support

• Support Team Leaders in running high-performance daily operations
• Ensure SLAs, targets, and quality standards are consistently met
• Maintain clear accountability across all queues, workflows, and outputs
• Step in directly to manage workload pressure, bottlenecks, and escalations
• Monitor performance in real time and proactively address risks

Supplier Liaison Oversight

• Support resolution of supplier queries, disputes and escalations
• Build and maintain strong, collaborative relationships with suppliers and internal stakeholders
• Collaborate with Procurement, Sales, and Operations to address supplier pain points
• Identify patterns in supplier complaints, returns, and failures
• Drive proactive improvements to reduce recurring issues

Customer Service Operations Oversight

• Support handling of financial queries, refunds, and payment-related issues
• Ensure accuracy, speed, and control in all financial processes
• Oversee mass customer communications relating to deal issues or irregularities
• Maintain alignment with company policies and financial controls
• Manage the courier claims process in collaboration with CS Ops and Finance

Escalation & Problem Solving

• Act as a key escalation point for complex customer, supplier, and financial issues
• Take ownership of resolving issues quickly and effectively
• Identify root causes and implement sustainable fixes

Leadership Support & Development

• Support the ASM in driving performance and accountability across Team Leaders accountable for performance expectations
• Provide hands-on coaching, structure, and feedback
• Strengthen leadership capability within the team
• Foster a collaborative, accountable, and solution-focused environment

Operational & Strategic Support

• Monitor performance trends and identify improvement opportunities
• Support cross-functional collaboration with internal departments
• Contribute to process improvements, implementation of tools and workflow optimisation
• Ensure strict adherence to SOPs, service standards, and company policies and controls

• Minimum 3 years' experience in a Team Leader or junior management role within Customer Service or Operations
• Strong exposure customer service operations and supplier relationship management
• Experience handling financial queries, refunds, payment processing, and related escalations
• Formal or practical exposure to finance /accounting principles (e.g. bookkeeping, reconciliations, financial controls) will be advantageous
• Proven ability to support team performance and drive operational improvements
• Experience working cross-functionally with teams such as Sales, Procurement, and Finance
• Hands-on and proactive approach to problem-solving
• Strong communication and stakeholder management skills
• Ability to support and guide Team Leaders effectively
• Ability to drive accountability without losing team buy-in
• High attention to detail, especially within financial and operational processes
• Calm, structured approach in a fast-paced environment
• Focus on continuous improvement, team enablement, and service excellence
• Strong bias for action, ownership, and continuous improvement

• 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.