Order Fulfilment Manager at takealot.com

Your responsibilities will include:

• Manage deliveries from dispatch to customer and back across Mr D 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 20 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
•  7-10 Year Experience in Supply Chain/Logistics
• Minimum 3 years’ experience in management role in operations
• 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