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:

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.