Order Management Supervisor

About the role

The Order Management Supervisor will lead the end‑to‑end handling of last‑mile delivery orders, ensuring they move smoothly from confirmation to successful delivery and closure. This role oversees a team, coordinates with multiple internal functions and guarantees real‑time accuracy on the platform.

Key responsibilities

• Supervise the full lifecycle of delivery orders, assigning them to appropriate riders or drivers based on location, availability and capacity.
• Lead the Order Management team, create shift schedules and ensure operational coverage.
• Monitor active orders, follow up with riders, drivers, customers and relevant teams to meet timelines.
• Maintain accurate, real‑time updates on the platform and operational dashboards.
• Resolve or escalate delayed, failed, unassigned, cancelled, returned or disputed orders.
• Coordinate with Customer Support, Fleet, Finance, Technology and other teams to address operational issues.
• Reconcile delivery records, investigate discrepancies and close completed orders within agreed timelines.
• Track team performance against targets, provide coaching and feedback.
• Prepare and submit daily, weekly and monthly reports on order volumes, completion rates, delays, cancellations and escalations.
• Analyse operational reports, identify recurring issues and recommend improvements.

Required profile

• HND or equivalent in Business Administration, Logistics, Supply Chain Management or related field.
• At least three years of experience in order management, dispatch, customer support, last‑mile delivery or logistics, including supervisory or team‑lead experience.
• Proven ability to manage an operations team in a fast‑paced environment.
• Strong leadership, problem‑solving and conflict‑resolution skills.
• Excellent attention to detail and commitment to accurate, real‑time records.
• Effective written and verbal communication skills.
• Willingness to work flexible hours or shifts as required.

Required skills

• Order management systems
• Logistics platforms
• Operational dashboards
• Reporting tools
• Microsoft Excel