Order Fulfilment Manager
Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented Order Fulfilment Manager to join our team in Cape Town
Join Our Mission at Takealot Fulfilment Solutions | We Are TFS
Revolutionising e-commerce logistics in South Africa with cutting-edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.
Who We're Looking For:
Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.
At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.
This position reports: Head of Order Fulfilment
Your responsibilities will include:
- Manage deliveries from dispatch to customer and back across Mr D franchises and contracted couriers (inbound and outbound):
- Last Mile deliveries to customers
- Time in status exception management
- Claims
- Queries and Complaints
- Constantly review existing processes to ensure that they are streamlined and scalable
- Establish daily, weekly and monthly performance measures
- Identify continues improvement initiatives that will drive improved performance results
- Manage team upwards of 20 people
- Assembling and analysing daily data in order to manage the experience to the customer
- Researching how solutions are being implemented locally and internationally
- Using online tools and resources as well as identifying and engaging other information sources
- Facilitate system integration with couriers and manage call back compliance of couriers
- Manage and measure all operations in terms of:
- Quality – Drive overall In Full
- Delivery – Drive overall delivery on promise to 98%
- Cost – Drive down cost of delivery
- Manage volume flow through contracted branches
- Manage team 7 days a week
- Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers
- Manage all complaints and report on them
- Exception reporting
- Claims Process Management
- Preparing reports, monitoring and analyzing claims data to identify trends, patterns and opportunities for improvement
- Developing and implementing policies, procedures and workflows to streamline claims processing and improve efficiency
Skills required:
- Excellent influencing, persuading, negotiating
- Takealot operational evangelist, understand clearly the Takealot courier business and provide input operationally, tactically and strategically on all operational facets
- Strong problem evaluation and solution
- Good leadership and team development
- Excellent people management skills
- Critical impact contract and commercial negotiation experience at executive level
- Logistics supply chain design and development expertise/tools and techniques
- Ability to interpret complex operational environment and implement leading edge, high performance management methodologies
- Ability to interview and interact professionally with internal and external people
Qualifications & Experience
- Degree in Logistics/Operations Management/ Supply Chain Management / Engineering or Business/Commerce
- 7-10 Year Experience in Supply Chain/Logistics
- Minimum 3 years’ experience in management role in operations
- Sound operational background in dealing with branch / franchise network
- Experience of managing customers at a senior level
- Succession planning and development of key managers
- Change management experience
Why Join TFS:
Purpose-driven impact: Transform lives through logistics innovation
Advanced technology: Work with cutting-edge systems in a fast-paced environment
Career growth: Thrive in an agile space that champions continuous improvement
Inclusive culture: Your unique perspective drives extraordinary results
At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.
More than just a job, we offer:
A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.
Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.