Order Fulfilment Manager

takealot.com, a leading South African online retailer, is looking for a highly talented Order Fulfilment manager to join our team in Cape Town.

We are a young, dynamic, hyper growth company looking for smart, creative, hard-working people with integrity to join us. We offer a market related, Total Remuneration Package which allows full flexibility according to your needs, a great work environment and a promise that you won’t be bored as long as you are prepared for a challenge and want to build something great.

You will report to the Head of Order Fulfilment:

Your responsibilities will include:

• Manage deliveries from dispatch to customer and back across MrD franchises and contracted couriers (inbound and outbound):
  • Last Mile deliveries to customers
  • Time in status exception management
  • Claims
  • Queries and Complaints
• Constantly review existing processes to ensure that they are streamlined and scalable
• Establish daily, weekly and monthly performance measures
• Identify continues improvement initiatives that will drive improved performance results
• Manage team upwards of 10 people
• Assembling and analysing daily data in order to manage the experience to the customer
• Researching how solutions are being implemented locally and internationally
• Using online tools and resources as well as identifying and engaging other information sources
• Facilitate system integration with couriers and manage call back compliance of couriers
• Manage and measure all operations in terms of:
  • Quality – Drive overall In Full
  • Delivery – Drive overall delivery on promise to 98%
  • Cost – Drive down cost of delivery
• Manage volume flow through contracted branches
• Manage team 7 days a week
• Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers
• Manage all complaints and report on them
• Exception reporting
• Claims Process Management
  • Preparing reports, monitoring and analyzing claims data to identify trends, patterns and opportunities for improvement
  • Developing and implementing policies, procedures and workflows to streamline claims processing and improve efficiency

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 / Engineering or Business/Commerce
• Minimum 3 years’ experience in management role in operations
• Experience in an Retail Multi-User environment
• Sound operational background in dealing with branch / franchise network
• Experience of managing customers at a senior level
• Succession planning and development of key managers
• Change management experience

The Environment:

• takealot.com employees are entrepreneurial and dynamic, smart, customer-centric, fun and have the shared ambition of takealot.com being the leading e-commerce company in Africa.
• We have fun, work hard, take ownership, work in teams to create solutions, and are always open to direct feedback/new ideas on where we can improve.
• We are short on ego and high on output.
• We are doers and not only thinkers, its all in the execution after all.
• We love what we do and what we are creating.

We seek to Employ an Extra Ordinary Mind who:

• is respectful but forthright
• is an expert at doing, who can not only design but also execute
• is analytical, able to use data to make decisions
• is competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hours
• is passionate about the potential of e-commerce and delivering a world-class customer experience
• is entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and faster
• is business SMART. Able to think about problems from a business perspective using technical and product input;
• is curious and challenge the status quo
• is innovative and enjoys iteration
• is collaborative
• will be at the cutting edge of developing new concepts for takealot.com
• thinks like an owner of the business
• is SMART, has INTEGRITY and is HARD WORKING

If you meet the above you are an Extraordinary Mind, so come and join us!

Takealot is an Equal Opportunity Employer. We encourage applicants from the previously disadvantaged groups and people with disabilities, to apply.