Order Care Manager
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Key skills for this role
About the Role
Lead and manage the Order Care team, oversee order management, resolve customer issues, and drive process improvements for operational efficiency.
Key Skills for This Role
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Key Responsibilities
- Lead, coach, and manage the Order Care team, including performance tracking, KPIs, and development.
- Oversee the end-to-end order management process, ensuring accuracy, efficiency, and SLA compliance.
- Handle and resolve escalated customer rider (captain) cases fairly and in line with policies.
- Coordinate with dispatch, stores, and internal stakeholders to ensure smooth order fulfillment.
- Monitor order queues, workloads, and turnaround times to optimize operational efficiency.
- Analyze Order Care and customer data to identify trends, root causes, and improvement opportunities.
- Drive process improvements, quality audits, and reporting to enhance service quality and customer satisfaction.
- Bachelor's degree in industrial engineering, Business, Logistics, or a related field.
- Minimum of 7 years of experience in Order Care, Operations, Last-Mile, Customer Support, or a related operational field.
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