Order Management Officer

Responsibilities:

Monitor and manage orders placed on the platform from confirmation to final delivery.   Review order details to ensure customer, delivery, pricing, and location information is accurate. Assign orders to suitable riders or drivers based on location, availability, and service requirements.  Monitor active orders and follow up with riders, drivers, customers, and relevant teams to ensure timely completion.  Maintain accurate and real-time updates on the platform and operational dashboards.  Track pending, assigned, picked-up, in-transit, delivered, cancelled, and returned orders.  Resolve or promptly escalate delayed, failed, unassigned, cancelled, or disputed orders.  Coordinate with Customer Support, Fleet, Finance, and other teams to resolve order-related issues.  Ensure completed orders are properly closed on the platform within the agreed timeline.  Reconcile platform records with completed deliveries and report any discrepancies.  Communicate professionally with customers and delivery partners when resolving order-related concerns.  Prepare daily and periodic reports on order volumes, completion rates, delays, cancellations, and unresolved issues.  Identify recurring operational issues and recommend improvements to the order management process.  Maintain the confidentiality and accuracy of customer and order information.  Comply with established service standards, operating procedures, and company policies.  Perform other duties as assigned to support smooth last-mile delivery operations.  

Requirements:

A HND or equivalent qualification in Business Administration, Logistics, Supply Chain Management, or related field.   At least one year of relevant experience in order management, dispatch operations, customer support, last-mile delivery, or logistics.  Experience using order management systems, logistics platforms, or operational dashboards.  Good understanding of last-mile delivery and rider or driver assignment processes.  Strong attention to detail and the ability to maintain accurate, real-time records.  Strong coordination, problem-solving, and time-management skills.  Ability to manage multiple active orders and respond promptly to operational issues.  Excellent written and verbal communication skills.  Proficiency in Microsoft Office, particularly Excel, and other relevant technology platforms.  Ability to work effectively under pressure and meet operational timelines.  Willingness to work flexible hours or shifts based on operational requirements.  A customer-focused, reliable, accountable, and collaborative approach to work.