Managing channels and SLAs every day
Lerato’s day starts early at the Rosebank desk, where she tracks fulfilment metrics and checks in with teams in Cape Town, Durban and Gauteng. She reviews the performance of sales across online marketplaces and DTC setups, ensuring each meets required SLAs for handling, despatch, and returns. Lerato updates the channel matrix to reflect which product categories are moving best on each local platform, factoring in coastal-inland courier timeframes and morning or evening power cuts in some zones.
She’s hands-on with fulfilment notes, verifying that VAT invoices are issued correctly and that each order’s carton class, humidity risk, and MOQ are logged for couriers. During peak times, she coordinates with the team to reroute parcels when outages affect local desks.
Helping sellers pick the right channel
Lerato helps sellers decide which channels fit their stock, either for marketplaces, direct-to-customer, WhatsApp trade, or local wholesale. She explains the pros and cons of each, like service level agreements for next-day delivery, proof of payment workflows, and what buyers expect from VAT invoicing.
She supports sellers in matching products and suppliers to the best courier lanes, using data on which regions are steady or face frequent morning load reduction. Lerato also advises on POPIA compliance, making sure sellers keep customer data secure when trading across multiple channels.
Habits Lerato expects from every ops desk
Lerato insists on daily status updates from every trade room, quick flagging of missed SLA risks, and strict attention to data security. She expects detailed carton labelling, humidity checks where relevant, and robust record-keeping for all regional ops.
Her team follows a habit of reviewing weekly lane reports, double-checking stockroom handovers, and always having backup plans for power cuts or courier delays.
- Daily reporting on order progress
- Routine humidity and carton checks
- Immediate communication on SLA risks
- Consistent POPIA compliance
- Clear backup plans for outages
