Front Office Supervisor

About the role

Coordinates day-to-day front office operations — sales order processing, documentation, complaints and returns, and office facilities. Acts as the operational bridge between customer order intake, the warehouse and the delivery schedule.

Key responsibilities

• Coordinate the order processing team across all intake channels — online, messaging apps, phone and sales reps
• Ensure quotes, sales orders, delivery orders and invoices are entered accurately and meet order criteria before confirmation, including online order uploads into the order system
• Resolve order discrepancies and approve adjustments before orders are released to the warehouse
• Distribute work across the team and put quality checks in place to catch errors early
• Prioritise order flow so picking, packing and staging match the day's delivery schedule, including next-day planning and order-print cut-offs
• Manage workflow through peak periods and act as escalation point when volume, staffing or system issues threaten the schedule
• Ensure all delivery and order documentation — waybills, delivery orders and driver delivery sheets — is filed in line with company and regulatory requirements
• Maintain simple tracking so nothing goes unfiled, and follow up on paperwork outstanding from drivers or outstation runs
• Own the complaints and returns process — every case logged with complete information and resolved within the defined timeframe
• Ensure scheduled services (pest control, air-conditioning) are carried out and equipment breakdowns repaired promptly
• Manage office and warehouse consumables and packing materials, and flag variances or recurring vendor problems
• Track and report team KPIs — order error rates, complaint turnaround, documentation completeness, facilities spend — and flag bottlenecks to the team's manager

About you

• Diploma or Degree in Business Administration, Operations Management or a related field
• 3–5 years' experience in order processing, team coordination or front-office operations, including 1–2 years supervising team
• Working knowledge of order/inventory management systems an advantage; strong Excel skills for tracking and reporting
• Proven ability to coordinate across sales, warehouse, delivery and accounts
• Sound judgement on complaints and returns, plus strong organisational discipline for documentation and filing
• Clear communicator, proactive and calm under pressure during peak processing periods