Order Fulfilment Manager
takealot.com · Cape Town
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.
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