Order Fulfilment Manager

Job description

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.