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 customersTime in status exception managementClaimsQueries and Complaints Constantly review existing processes to ensure that they are streamlined and scalableEstablish daily, weekly and monthly performance measuresIdentify continues improvement initiatives that will drive improved performance resultsManage team upwards of 10 peopleAssembling and analysing daily data in order to manage the experience to the customerResearching how solutions are being implemented locally and internationallyUsing online tools and resources as well as identifying and engaging other information sourcesFacilitate system integration with couriers and manage call back compliance of couriersManage and measure all operations in terms of: Quality – Drive overall In FullDelivery – Drive overall delivery on promise to 98%Cost – Drive down cost of delivery Manage volume flow through contracted branchesManage team 7 days a weekWork closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customersManage all complaints and report on themException reportingClaims Process Management Preparing reports, monitoring and analyzing claims data to identify trends, patterns and opportunities for improvementDeveloping and implementing policies, procedures and workflows to streamline claims processing and improve efficiency Skills required: Excellent influencing, persuading, negotiatingTakealot operational evangelist, understand clearly the Takealot courier business and provide input operationally, tactically and strategically on all operational facetsStrong problem evaluation and solutionGood leadership and team developmentExcellent people management skillsCritical impact contract and commercial negotiation experience at executive levelLogistics supply chain design and development expertise/tools and techniquesAbility to interpret complex operational environment and implement leading edge, high performance management methodologiesAbility to interview and interact professionally with internal and external people Qualifications & Experience Degree in Logistics/Operations Management/ Supply Chain Management / Engineering or Business/CommerceMinimum 3 years' experience in management role in operationsExperience in an Retail Multi-User environment Sound operational background in dealing with branch / franchise networkExperience of managing customers at a senior levelSuccession planning and development of key managersChange 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 forthrightis an expert at doing, who can not only design but also executeis analytical, able to use data to make decisionsis competitive, self-directed and strive to be the BEST (GREAT requires a lot of work and does not only happen during business hoursis passionate about the potential of e-commerce and delivering a world-class customer experienceis entrepreneurial, thrives under change and accepts it is a constant and always looks for solutions to do something better and fasteris business SMART.
Able to think about problems from a business perspective using technical and product input;is curious and challenge the status quois innovative and enjoys iterationis collaborativewill be at the cutting edge of developing new concepts for takealot.comthinks like an owner of the businessis SMART, has INTEGRITY and is HARD WORKING
