Order Fulfilment Manager New Cape Town

Takealot Group; Cape Town; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

Takealot Fulfilment Solutions (TFS), a division of Takealot Group, is seeking an Order Fulfilment Manager to lead Cape Town operations, overseeing end-to-end delivery from dispatch to customers across all contracted couriers.

Lead a 20-person team, establish daily to monthly performance metrics, streamline processes for 98% on-time delivery, and collaborate with Call Centre and Dispatch to ensure smooth handovers.

Qualifications

• Degree in Logistics/Operations Management/Supply Chain Management or equivalent.
• 7–10 years experience in supply chain/logistics, especially last-mile or 3PL delivery.
• Minimum 3 years in a management role leading operational teams.
• Proven track record managing contracted courier or 3PL performance against SLAs.
• Sound operational background with branch or franchise networks.
• Experience managing senior-level customers.

Responsibilities

• Manage deliveries from dispatch to customers across all contracted couriers, including last-mile.
• Facilitate system integration with couriers and manage call-back compliance.
• Manage volume flow through contracted branches.
• Establish daily, weekly, and monthly performance measures across the courier network.
• Review processes to ensure they are streamlined and scalable.
• Quality — drive overall In Full performance.
• Delivery — drive on-time delivery to 98% promise.
• Manage time-in-status exceptions across the delivery lifecycle.
• Own the end-to-end claims process and produce reports on trends.
• Develop policies and workflows to streamline claims processing.
• Handle escalated claims issues and enquiries from claimants, providers, and stakeholders.
• Manage all queries and complaints, and report on them.
• Produce exception reporting across courier performance and delivery operations.
• Manage a team of 20 across a 7-day operation.
• Assemble and analyse daily data to manage the customer delivery experience.
• Identify and drive continuous improvement initiatives for measurable gains.
• Research delivery solutions locally and internationally using online tools.
• Work 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

Operational evangelist

Problem solving

Leadership

Contract negotiation

Logistics design

Operations management

Stakeholder management

Education

Degree in Logistics/Operations Management/Supply Chain Management

7-10 years in Supply Chain/Logistics

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 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, andimprovement 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 clearcommunication with customers
• Succession planning and development of key managers within the team

Skills required:

• 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
• 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.

Should you not reside in the city the vacancy is based (Cape town) and would need to relocate for a job opportunity, it is understood that this relocation would be your financial responsibility. By applying for this position it is deemed that you understand and accept this.