Operations Specialist

About Us

Tsukuru Pty Ltd is a fast-growing Information and Communication Technology (ICT) hardware and software company serving both Business-to-Business (B2B) and Business-to-Consumer (B2C) markets.

Websites: www.tsukuru.co.za

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www.oukitel.co.za

Our Values

Our values guide how we work, make decisions and build relationships:

1. Growth-Focused. We continuously look for ways to improve, learn and expand our impact.

2. Integrity. We treat our customers, partners, suppliers and colleagues with honesty and respect.

3. Quality. We take pride in doing things properly and delivering high standards.

4. Diversity & Authenticity. We value different perspectives, backgrounds and strengths.

5. Discipline Creates Freedom. We believe strong processes, accountability and disciplined execution enable sustainable growth. 

The Opportunity

We are looking for a capable, hands-on and highly organised Operations Specialist with 2–5 years of relevant operations experience to join our growing team. This role sits at the centre of our day-to-day operations, with responsibility for coordinating and improving activities across order fulfilment, logistics, inventory, aftersales, customer operations and third-party service providers.

We are looking for someone who combines strong attention to detail with a proactive, problem-solving mindset. The successful candidate will be comfortable taking ownership of operational issues, prioritising multiple demands, working with data, identifying root causes and coordinating with customers, colleagues and external partners to achieve results.

You should be someone who takes initiative, communicates clearly, follows through on commitments and remains organised and adaptable in a fast-paced environment. Just as importantly, you should be willing to learn, open to feedback and motivated to continuously improve both your own capabilities and the way we operate.

This is a hands-on role that goes beyond task execution. You will be expected to identify problems, recommend improvements and take accountability for outcomes, while working effectively both independently and as part of the wider team.

The position offers broad exposure across our business and is suited to an ambitious operations professional who wants to develop their operational, analytical and leadership capabilities while taking on increasing responsibility.

Duties & Responsibilities

1. Logistics & Order Fulfilment

• Coordinate day-to-day outbound fulfilment with our third-party logistics (3PL) provider and courier partners.
• Monitor orders from release through dispatch and delivery to ensure agreed Service Level Agreements (SLAs) are achieved.
• Proactively identify delayed, failed or at-risk deliveries and drive issues through to resolution.
• Liaise with couriers, 3PL partner and internal stakeholders to resolve operational problems.
• Investigate recurring fulfilment and delivery issues, identify root causes and recommend corrective actions.
• Monitor courier and logistics performance and escalate recurring service issues.
• Maintain accurate logistics records and operational data.
• Analyse fulfilment and delivery performance to identify opportunities for improvement.

2. Inventory Management

• Monitor inventory accuracy across internal systems and third-party warehousing operations.
• Coordinate stock counts and inventory reconciliations.
• Investigate inventory discrepancies and drive corrective actions with relevant stakeholders.
• Identify recurring inventory issues and assist in implementing controls to prevent recurrence.
• Ensure inventory processes and procedures are consistently followed.
• Support inventory reporting, audits and operational analysis.

3. Aftersales & Warranty Operations

• Manage the operational lifecycle of repair, return and warranty cases from initial logging through to completion.
• Coordinate courier collections and deliveries relating to repairs and returns.
• Monitor repair turnaround times and proactively address cases at risk of exceeding agreed timelines.
• Coordinate with technicians, customers, logistics partners and internal stakeholders to ensure cases progress efficiently.
• Ensure customers receive timely and accurate updates regarding repair and warranty cases.
• Maintain accurate records and documentation within internal systems.
• Identify recurring product, repair or aftersales issues and escalate trends to management.
• Recommend improvements to aftersales processes and customer experience.

4. Customer Service Operations & Escalations

• Take ownership of operational customer issues relating to orders, deliveries, returns, repairs and fulfilment.
• Provide timely and accurate communication via email, telephone, CRM and other customer communication channels.
• Proactively communicate delays, changes and revised timelines.
• Investigate customer issues and coordinate internal and external stakeholders to achieve resolution.
• Escalate complex or high-risk cases appropriately while maintaining ownership through to resolution.
• Identify recurring customer issues that indicate underlying operational problems.
• Maintain high standards of customer communication, accuracy and follow-through.

5. Operational Performance & Reporting

• Monitor key operational KPIs and identify areas requiring intervention.
• Prepare regular operational reports covering fulfilment, logistics, inventory, aftersales and customer operations.
• Analyse operational data to identify trends, exceptions and recurring problems.
• Highlight performance risks and recommend corrective actions.
• Maintain accurate operational records and ensure data integrity across relevant systems.
• Support management with operational analysis and reporting.

6. Process Improvement & Operational Excellence

• Continuously identify opportunities to improve operational efficiency, accuracy and customer experience.
• Conduct root-cause analysis on recurring operational problems.
• Develop, document and maintain Standard Operating Procedures (SOPs) and operational workflows.
• Support the implementation of new processes, systems and operational controls.
• Identify opportunities to automate or simplify repetitive operational activities.
• Work across departments to improve handovers and eliminate operational bottlenecks.
• Track agreed improvement initiatives through to implementation.
• Promote consistent adherence to operational processes and standards.

What We're Looking For

Mandatory Qualifications & Experience

• Pure Mathematics at Matric (non-negotiable – please do not apply if you did Mathematical Literacy, your application will be automatically rejected)
• Diploma or Bachelor's degree in Supply Chain, Operations Management, Logistics, Business Management or a related field .
• Approx. 2–5 years of relevant experience in operations, logistics, supply chain, ecommerce fulfilment, aftersales, customer service or a similar environment.

Preferred Qualifications & Experience

• Experience working with 3PL providers, courier companies or external operational partners.
• Demonstrated experience resolving operational problems in a fast-paced environment.
• Experience working with operational KPIs, reporting and data.
• Experience using CRM, ERP, order management, inventory or similar business systems.
• Ecommerce, technology, distribution or consumer electronics experience.

 

Skills and Competencies

The successful candidate should demonstrate:

• Strong Organisati