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.