Department: Operations / Central Kitchen
Reports To: Head Chef
Location: Fanar Factory
Schedule: 6:00 am – 2:00 pm / 2:00 pm – 11:00pm

Job Purpose
The Order Controller is responsible for coordinating customer orders between the branches and the central kitchen, ensuring accurate order processing, timely production, and high customer satisfaction. The role requires close communication with branch teams, the kitchen, and customers to ensure every order meets the requested specifications and quality standards.

Key Responsibilities
• Act as the primary link between all branches and the central kitchen regarding customer orders.
• Receive customer orders submitted by branches and accurately transfer all details to the kitchen.
• Organize, prioritize, and schedule orders based on delivery or pickup times.
• Monitor the progress of orders throughout the production process to ensure timely completion.
• Verify that completed orders match the customer's requested specifications before dispatch.
• Coordinate with the Head Chef and kitchen team to resolve any issues or changes related to orders.
• Contact customers after order completion or delivery to confirm that the order was received as requested.
• Address customer concerns promptly and coordinate corrective actions when necessary.
• Track customer feedback and recurring issues, reporting trends to management.
• Work proactively to reduce customer dissatisfaction by ensuring order accuracy and efficient communication.
• Maintain accurate records of orders, customer interactions, and follow-up activities.
• Collaborate with branches and kitchen staff to continuously improve order flow and customer experience.


Qualifications & Skills
• Previous experience in customer service, food & beverage, operations, or order coordination is preferred.
• Strong organizational and multitasking skills.
• Excellent verbal communication and customer service abilities.
• High attention to detail and accuracy.
• Ability to work under pressure and manage multiple orders simultaneously.
• Proficient in Microsoft Office and order management/POS systems.
• Strong problem-solving skills and ability to coordinate across multiple departments