Orders Managment - Supervisor

Job Description: Orders Management Supervisor

Company: Boxy

Location: Baghdad, Iraq

About Boxy:

Boxy is a logistics platform that provides cost-effective, reliable, and user-friendly logistics solutions tailored for all sizes of merchants. We help these merchants improve their operational efficiency and customer satisfaction by offering a technology-driven platform that integrates shipping, management, tracking, and returns.  

Job Summary:

The Orders Management Supervisor will be responsible for leading a team of Orders Management Agents, overseeing the processing of orders, and ensuring timely and accurate delivery of parcels. This role involves managing team performance, coordinating order flow, and maintaining high levels of customer satisfaction.  

Responsibilities:

• Lead, mentor, and supervise a team of Orders Management Agents.

• Distribute workload among team members and monitor daily activities.

• Ensure accurate and efficient processing of orders from merchants through Boxys platform.  

• Coordinate with first-mile delivery drivers and last-mile delivery couriers to facilitate timely delivery of parcels.  

• Monitor order status, track shipments, and proactively address any delivery exceptions or delays.  

• Manage and resolve complex order-related issues, including returns, non-delivery reports (NDRs), and discrepancies.

• Analyse team performance metrics and implement strategies for improvement.

• Provide regular feedback, coaching, and performance evaluations to team members.

• Develop and implement process improvements to enhance order management efficiency and accuracy.

• Serve as a point of escalation for order-related inquiries and issues from merchants and couriers.

• Generate reports on order processing, delivery performance, and team productivity.

Qualifications:

• Proven experience in order management, logistics, or a related role, with at least 2 years in a supervisory capacity.

• Strong team management skills, with the ability to motivate and develop team members.

• Excellent communication and interpersonal skills, with the ability to interact effectively with merchants, couriers, and team members.

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

• Proficiency in using technology platforms and software for order management and tracking.  

• Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines.

• Knowledge of the Iraqi logistics market is a plus.  

Skills:

• Team Leadership

• Performance Management

• Order Processing

• Logistics Coordination

• Problem Solving

• Communication

• Data Analysis and Reporting

• Process Improvement

• Customer Service