Head of Orders Management and Merchant Care

Job Description: Head of Orders Management and Merchant Care

Company: Boxy

Location: Baghdad, Iraq

About Boxy:

Boxy is a logistics platform that provides cost-effective, reliable, and user-friendly logistics solutions tailored for small and midsized merchants. We aim to improve their operational efficiency and customer satisfaction through our technology-driven platform that integrates shipping, management, tracking, and returns.

Job Summary:

The Head of Orders Management and Merchant Care will be responsible for the strategic oversight and operational management of Boxy's order processing and merchant relations. This critical role ensures seamless order fulfillment, optimizes the merchant experience, and drives continuous improvement in both order management and customer service functions. The role involves leading teams, implementing best practices, and fostering strong relationships with our merchant base.

Responsibilities:

• Strategic Leadership:
  • Develop and implement strategies to optimize order management processes and enhance merchant satisfaction.
  • Set KPIs and performance benchmarks for the Orders Management and Merchant Care teams.
  • Drive initiatives to improve efficiency, reduce costs, and scale operations.
• Team Management:
  • Lead and mentor Orders Management Supervisors and Merchant Care teams.
  • Foster a collaborative and high-performance team environment.
  • Provide ongoing training and development to team members.
• Order Management Oversight:
  • Oversee the end-to-end order lifecycle, ensuring accurate and timely processing and delivery.
  • Implement systems and procedures to minimize errors and exceptions.
  • Monitor and analyze order management metrics to identify areas for improvement.
• Merchant Care and Relationship Management:
  • Develop and maintain strong relationships with key merchant accounts.
  • Act as the primary point of escalation for complex merchant issues and concerns.
  • Implement merchant feedback mechanisms to drive service enhancements.
  • Ensure the delivery of exceptional customer service and support to merchants.
• Cross-functional Collaboration:
  • Collaborate with the Technology team to enhance the merchant platform and tools.
  • Work with Operations and Logistics to optimize delivery processes and resolve issues.
  • Partner with Sales and Business Development to support merchant acquisition and growth.
• Reporting and Analysis:
  • Generate regular reports on order management and merchant care performance.
  • Analyze data to identify trends, opportunities, and areas for improvement.
  • Provide insights and recommendations to senior management.

Qualifications:

• 5+ years of experience in order management, logistics, or customer service, with at least 5 years in a management role.

• Proven track record of successfully leading and scaling order management and customer service teams.

• Strong understanding of e-commerce logistics and last-mile delivery operations.

• Excellent communication, interpersonal, and relationship-building skills.

• Strong analytical and problem-solving skills, with a focus on process improvement.

• Proficiency in using CRM and order management systems.

• Ability to thrive in a fast-paced, dynamic environment.

• Knowledge of the Iraqi e-commerce and logistics landscape is a significant advantage.

Skills:

• Strategic Planning

• Team Leadership and Management

• Order Management

• Merchant Relationship Management

• Customer Service

• Process Optimization

• Data Analysis and Reporting

• Cross-functional Collaboration

• Communication and Interpersonal Skills