takealot.com
<p>Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented <strong>Order Fulfilment Manager </strong>to join our team in<strong> Cape Town</strong></p> <p><strong>Join Our Mission at Takealot Fulfilment Solutions | We Are TFS</strong></p> <p>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.</p> <p><strong>Who We're Looking For:</strong></p> <p>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.</p> <p>At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values. </p> <p>This position reports: <strong>Head of Order Fulfilment </strong></p> <p><strong>Your responsibilities will include:</strong></p> <p><strong>3PL Courier Performance Management </strong></p> <ul> <li>Manage deliveries from dispatch to customers and back across all contracted couriers (inbound and outbound), including last-mile deliveries to customers</li> <li>Facilitate system integration with couriers and manage call-back compliance</li> <li> Manage volume flow through contracted branches</li> <li>Drive operations against three core measures:</li> <li> Establish daily, weekly, and monthly performance measures across the courier network</li> <li> Constantly review existing processes to ensure they are streamlined and scalable</li> <li>Quality — drive overall “In Full” performance</li> <li>Delivery — drive delivery on promise to 98%</li> </ul> <p><strong>Exception and Claims Management</strong></p> <ul> <li>Manage time-in-status exceptions across the delivery lifecycle</li> <li> Own the end-to-end claims process</li> <li>Prepare reports, monitor, and analyse claims data to identify trends, patterns, and improvement opportunities</li> <li> Develop and implement policies, procedures, and workflows to streamline claims processing and improve efficiency</li> <li>Handle escalated claims issues and enquiries from claimants, providers, and internal stakeholders</li> <li>Manage all queries and complaints, and report on them</li> <li>Produce exception reporting across courier performance and delivery operations</li> </ul> <p><strong>Team Leadership and Continuous Improvement<br><br></strong></p> <ul> <li>Manage a team of 20 people across 7-day operation</li> <li>Assemble and analyse daily data to manage the customer delivery experience</li> <li> Identify and drive continuous improvement initiatives that deliver measurable performance gains</li> <li> Research how delivery and logistics solutions are being implemented locally and internationally, using online tools, resources, and external information sources</li> <li>Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers</li> <li> Succession planning and development of key managers within the team</li> </ul> <p><strong>Skills required:</strong></p> <ul> <li>Excellent influencing, persuading, negotiating</li> <li>Takealot operational evangelist, understand clearly the Takealot courier business and provide input operationally, tactically and strategically on all operational facets</li> <li>Strong problem evaluation and solution</li> <li>Good leadership and team development</li> <li>Excellent people management skills</li> <li>Critical impact contract and commercial negotiation experience at executive level</li> <li>Logistics supply chain design and development expertise/tools and techniques</li> <li>Ability to interpret complex operational environment and implement leading edge, high performance management methodologies</li> <li>Ability to interview and interact professionally with internal and external people</li> </ul> <p><strong>Qualifications & Experience</strong></p> <ul> <li>Degree in Logistics/Operations Management/ Supply Chain Management or 7-10 Year Experience in Supply Chain/Logistics.</li> <li>7–10 years experience in last-mile delivery, 3PL courier, or transport operations (not warehouse or DC management)</li> <li>Minimum 3 years&#39; experience in a management role leading operational teams</li> <li> Proven track record managing contracted courier or 3PL performance against SLAs</li> <li>Sound operational background dealing with branch or franchise networks</li> <li>Experience managing customers at a senior level</li> </ul> <p><strong>Why Join TFS:</strong></p> <p><strong>Purpose-driven impact: </strong>Transform lives through logistics innovation<br><strong>Advanced technology:</strong> Work with cutting-edge systems in a fast-paced environment<br><strong>Career growth:</strong> Thrive in an agile space that champions continuous improvement<br><strong>Inclusive culture:</strong> Your unique perspective drives extraordinary results</p> <p>At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values. </p> <p><strong>More than just a job, we offer: </strong></p> <p>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.</p> <p>Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.</p>