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