Order Management Team Lead

Lead the order-Management team that verifies and confirms orders before fulfilment — protecting Al Tawheed WEl Nour from fake or uncommitted orders and reducing return-to-origin (RTO), while maximizing confirmed, deliverable revenue. The role goes beyond confirming: when items are out of stock the team saves the order with alternatives and upsells, and for back-to-back (order-then-procure) items it sets correct delivery expectations and confirms only what can actually be fulfilled. As the business moves to automate confirmation, the Lead prepares and transitions the team toward handling the exceptions the automation cannot

Key Responsibilities: Confirm orders quickly across WhatsApp and phone — verifying customer intent, contact number, and delivery address — and keep time-to-confirm low.

Manage the confirmation queue so no confirmable order is left ageing, and cut cancellations and RTO caused by unconfirmed or fake orders.

Screen orders for duplicates, incomplete data, and suspicious or high-risk patterns before they reach fulfilment.

Escalate flagged orders according to the approved order-verification policy so risky orders are caught early rather than after dispatch.

When an ordered item is out of stock, proactively offer substitutes and alternatives to save the order rather than cancel it.

Use the confirmation call as an upsell / cross-sell moment where appropriate, lifting average order value without hurting deliverability.

Coordinate with merchandising / buying on which alternatives to offer and at what price.

When the item is available at another branch, raise an internal transfer request and coordinate with the Operations Supervisor to move stock so the order is fulfilled rather than cancelled.

For back-to-back items, confirm availability and realistic lead time through the buying / supplier flow before committing to the customer.

Set clear, honest delivery-timing expectations at the point of confirmation, and track commitments so nothing is confirmed that cannot be fulfilled on time.

Ensure every confirmed order is fulfilment-ready before handover to Operations — accurate customer details, delivery address, payment method, shipping fees, and the agreed delivery expectation all captured and correct.

Treat the confirmation step as the last quality gate before the order enters the warehouse and courier flow.

Ensure every order change, substitution, or alternative product is clearly documented and explicitly approved by the customer before the order is confirmed.

3+ years in call-center, tele-sales, or order-confirmation roles in COD e-commerce, with 1+ year leading a team.

Experience with the Egyptian market and WhatsApp / dialer-based customer contact at volume.

A genuine upsell / save instinct — comfortable turning an out-of-stock into an alternative sale.

Fluent Arabic (native); basic English

Team leadership and coaching under high call volume.

Persuasion and objection-handling without over-promising.

Scripting and standardization — turns good calls into a repeatable playbook.

Comfort with automation and simple tooling — ready to run a hybrid human and automated model.