Order Management Supervisor

Responsibilities:

Supervise the end-to-end management of last-mile delivery orders, from confirmation to successful delivery and closure.   Lead the Order Management team, assign responsibilities, prepare shift schedules, and ensure adequate operational coverage.  Ensure orders are promptly assigned to suitable riders or drivers based on location, availability, capacity, and service requirements.  Monitor active orders and ensure timely follow-up with riders, drivers, customers, and relevant teams.  Oversee accurate, complete, and real-time updates for all orders on the platform and operational dashboards.  Ensure delayed, failed, unassigned, cancelled, returned, or disputed orders are promptly resolved or escalated.  Coordinate with Customer Support, Fleet, Finance, Technology, and other relevant teams to resolve operational issues.  Reconcile delivery records, investigate discrepancies, and ensure completed orders are accurately closed within the agreed timeline.  Monitor team performance against agreed targets and provide coaching, guidance, and performance feedback.  Prepare and submit accurate daily, weekly, and monthly reports on order volumes, completion rates, delays, cancellations, escalations, and outstanding issues to Management.  Analyze operational reports, identify recurring issues and performance gaps, and recommend improvements to enhance service delivery.   

Requirements:

A HND, or equivalent qualification in Business Administration, Logistics, Supply Chain Management, or related field.   At least three years of relevant experience in order management, dispatch operations, customer support, last-mile delivery, or logistics, including supervisory or team-lead experience.  Experience managing an order management or operations team within a fast-paced environment.  Proficiency in using order management systems, logistics platforms, operational dashboards, and reporting tools.  Strong understanding of last-mile delivery and rider or driver assignment processes.  Proven ability to coordinate multiple active orders and make sound operational decisions under pressure.  Strong leadership, team management, problem-solving, and conflict-resolution skills.  Excellent attention to detail and commitment to maintaining accurate, real-time records.  Excellent written and verbal communication skills.  Proficiency in Microsoft Office, particularly Excel.  Ability to analyze operational data, prepare reports, and recommend practical improvements.  Willingness to work flexible hours or shifts based on operational requirements.  A customer-focused, accountable, and results-driven approach to work.