Salasa is a leader in the logistics and supply chain solutions for e-Commerce merchants. Over the past years Salasa has worked with over 500 brands across 15 categories.

Salasa has a vision "To be a leading eCommerce enabler delivering innovative and value driven solutions through a simplified supply chain.". 

And a mission "To build and shape the future of eCommerce in the region by providing innovative and sustainable end to end products and solutions.”​

We operate with four core values:

• Innovation.
• Customer-centricity.
• Scalability.
• Integrity.

Salasa has two sets of offerings:

A. Offline:

1. Mega fulfillment centers: large-scale facilities to receive stocks of our clients, store them, prepare orders and dispatch them.
2. Darstores: small warehouses distrubuted across main cities to do on-demand delivery and two-hour delivery.
3. Last mile delivery: through our own subsidiary or aggregator option.
4. Bonded-zones (new): custom-free areas where merchants can store their products withouth the need for licenses and registrations.
5. Cross-border (new): enabling merchants from anywhere in the world to ship to anywhere in the world.

B. Online: Salasa One (order management system) with integrations with online web stores such as Zed, Salla and Shopify and with warehouse management systems and transport management system. This is the one-stop-shop for our clients to manage their processes and supply chain end-to-end.

 

The Claim and Follow up Supervisor is responsible for overseeing the claims process related to shipment issues such as loss, damage, or delays. This role ensures the timely and accurate handling of claims in coordination with fulfillment centers, last mile delivery teams, and 3PL partners. The supervisor will do tracking, investigating, and resolving claims while ensuring compliance with company policies and SLAs.

The position requires a strong operational background, especially in logistics, fulfillment, and last mile delivery, along with a good understanding of 3PL performance management. The supervisor also ensures follow up actions are consistently executed and documented, drives process improvements, and communicates effectively with internal departments and external vendors to minimize risk and financial losses.

Key Responsibilities:

• Supervise and manage the end-to-end claims process related to damaged, lost, or delayed shipments.
• Monitor SLA compliance and maintain a high rate of claim resolution within agreed timelines.
• Ensure accurate documentation and tracking of all claims using internal systems and reporting tools.
• Coordinate cross functionally with fulfillment center and 3PL partners to investigate and resolve claims.
• Develop and implement improvements to the claim management process to reduce processing time and increase recovery rates.
• Lead regular reviews and root cause analysis of high frequency claim types and propose mitigation strategies.
• Train and coach claim agents and support staff to improve efficiency and consistency in claims handling.
• Collaborate with finance for claim reimbursements, credit notes, and chargebacks as applicable.
• Act as the primary point of contact for escalated claims and follow-up cases.
• Generate weekly and monthly reports on claim volumes, recovery rates, loss trends, and process KPIs.

Qualifications:

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
• CILT certification (Chartered Institute of Logistics and Transport) is strongly preferred.
• 4 to 6 years of experience in logistics operations, with at least 2 years in a supervisory or specialist claims role.
• Solid background in fulfillment and last-mile delivery operations.
• Exposure to 3PL vendor management and contract SLAs is a plus.
• Strong problem-solving skills with attention to detail.
• Excellent verbal and written communication skills in English (Arabic is a plus).
• Proficient in Microsoft Office tools, especially Excel (pivot tables, VLOOKUP, dashboards), PowerPoint (presentations), Outlook (email/task tracking), and Word (documentation).
• Familiarity with logistics management systems (TMS, WMS, CRM) is advantageous.

Preferred Skills:

• Customer focused with the ability to handle escalations calmly and professionally.
• Strong analytical skills to evaluate claim trends and suggest preventive measures.
• Ability to work in a fast paced, high volume logistics environment.
• Collaborative team player with a proactive attitude toward process improvement.