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:** **3PL Courier Performance Management** - Manage deliveries from dispatch to customers and back across all contracted couriers (inbound and outbound), including last-mile deliveries to customers - Facilitate system integration with couriers and manage call-back compliance - Manage volume flow through contracted branches - Drive operations against three core measures: - Establish daily, weekly, and monthly performance measures across the courier network - Constantly review existing processes to ensure they are streamlined and scalable - Quality — drive overall “In Full” performance - Delivery — drive delivery on promise to 98% **Exception and Claims Management** - Manage time-in-status exceptions across the delivery lifecycle - Own the end-to-end claims process - Prepare reports, monitor, and analyse claims data to identify trends, patterns, and improvement opportunities - Develop and implement policies, procedures, and workflows to streamline claims processing and improve efficiency - Handle escalated claims issues and enquiries from claimants, providers, and internal stakeholders - Manage all queries and complaints, and report on them - Produce exception reporting across courier performance and delivery operations **Team Leadership and Continuous Improvement** - Manage a team of 20 people across 7-day operation - Assemble and analyse daily data to manage the customer delivery experience - Identify and drive continuous improvement initiatives that deliver measurable performance gains - Research how delivery and logistics solutions are being implemented locally and internationally, using online tools, resources, and external information sources - Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers - Succession planning and development of key managers within the team **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 or 7-10 Year Experience in Supply Chain/Logistics. - 7–10 years experience in last-mile delivery, 3PL courier, or transport operations (not warehouse or DC management) - Minimum 3 years' experience in a management role leading operational teams - Proven track record managing contracted courier or 3PL performance against SLAs - Sound operational background dealing with branch or franchise networks - Experience managing customers at a senior level **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.