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.