Order Fulfilment Returns Manager

We are a young, dynamic, hyper growth company looking for smart, creative, hardworking 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.

Reporting to the Head of Reverse Logistics

**Purpose of position**: Responsible for managing the Returns Order fulfilment Team and directing all operational business units throughout the entire returns journey to ensure the ultimate customer experience. A leader of change, providing overall leadership and management in operational areas such as operational efficiency, continuous improvement, driving performance and optimally satisfying customer orders.

**Your responsibilities will include**:

- Manage returns from customers to our distribution centres, suppliers, or sellers and back across TDT franchises and contracted couriers (inbound and outbound):

- Collection of returns from 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
- Manage and measure all operations in terms of:

- Quality - Drive overall In Full
- Delivery - Drive overall return collection on promise to 98%
- 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
- Ensure that all return business units are operating within their KPI's and SLA's from Return Approvals until Return Credit and Closures
- Improving the Customer Turnaround Time from date of return created until the customer is resolved

**Competencies/Skills**
- Excellent influencing, persuading, negotiating
- Understand clearly the Takealot Delivery Team courier business, managing third party logistics providers 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
- Minimum 3 years' experience in management role in operations
- Experience in a Retail Multi-User environment
- Sound operational background in dealing with branch / franchise network
- Experience of managing customers at a senior level
- Ability to interview and interact professionally with internal and external people
- Ability to motivate and inspire others
- Self-starter with high energy levels.
- Well-developed business and operational acumen.
- Must be Analytically minded and able to find and use data to inform decision making.
- Ability to work under pressure with strict deadlines
- Goal orientated and motivated to succeed;
- Dynamic individual with proven experience in delivering change and innovative solutions.
- E-commerce experience (preferable)
- Strong financial acumen
- Succession planning and development of key managers

**Qualifications & Experience**:

- Tertiary qualification preferred in Logistics/Operations Management/ Supply Chain Management / Engineering or Business/Commerce
- Minimum 3 years' experience in management role in operations
- Experience in a 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

**The Environment**:

- 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, it's 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 forthright but respectful
- 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-cla