직무 설명

Role Overview

This position serves as the primary responsible individual for managing end-to-end order fulfillment, ensuring seamless coordination among the warehouse, courier services, and customers such as hotels, spas, and individual buyers to guarantee timely dispatch, proactive tracking, and flawless delivery without requiring customer intervention.

Key Duties

Manage and confirm daily booking of all incoming orders including COD, prepaid, and customized logo-branded items with courier partners promptly without backlog.
Coordinate with warehouse teams to guarantee timely picking, packing, and dispatch, including handling bulk and heavy shipments.
Track all orders from booking through to delivery, identifying and addressing any exceptions prior to customer complaints.
Maintain daily accurate records on the status of orders: booked, dispatched, in transit, delivered, returned to origin, and delayed shipments.
Oversee relationships with courier and logistics partners, including those managing large bulk B2B consignments.
Handle escalations related to courier issues such as delays, misroutes, failed deliveries, and address errors, ensuring customers are shielded from these problems.
Manage processes for compensation or claims for damaged, lost, or leaked shipments until resolved.
Monitor courier partner performance metrics and provide regular reports to management.
Communicate proactively with customers about shipment status and respond promptly to inquiries via calls, messages, and emails.
Resolve customer concerns quickly regarding order whereabouts and delivery times, maintaining politeness and accuracy.
Take charge of replacement or refund processes for damaged or lost orders while managing courier claims separately.
Coordinate daily with warehouse staff to verify packing and handover schedules.
Ensure timely management of customized logo-branded orders to adhere to set timelines.
Flag potential inventory or packaging issues that may impact dispatch schedules.
Verify shipping manifests and handover documentation to ensure all shipped orders are accounted for.
Maintain dispatch and delivery dashboards to track order progress and highlight bottlenecks.
Identify recurring issues by location or process and propose corrective measures.
Assist in selecting and onboarding new courier partners to support business growth.

Required Qualifications and Skills

Experience of 1 to 3 years in e-commerce operations, logistics coordination, or customer support, preferably in B2B or hospitality supply chains.
Familiarity with courier aggregator platforms such as Shiprocket, Delhivery, Bluedart, or equivalents, and experience with order management systems like WooCommerce.
Excellent communication skills in both Hindi and English, comfortable handling extensive phone interactions.
Strong organizational discipline to ensure follow-ups and prevent issues from being overlooked.
Proficient with Excel or Google Sheets for effective tracking and reporting.
A composed and problem-solving approach when managing frustrated customers or challenging courier relationships.

Performance Expectations

All orders should be booked and dispatched within agreed timeframes without delays.
Customers consistently receive proactive tracking updates, resulting in fewer inbound inquiries.
Any damaged or lost shipments are resolved with customers within 48 hours, with courier claims actively pursued to completion.
Courier performance is monitored weekly to ensure continual improvements and appropriate escalations.

Work Environment and Benefits

The role offers direct interaction with company founders and full ownership of a vital operational function within a fast-paced environment where contributions have a direct impact on customer satisfaction. Compensation is competitive and aligned with candidate experience.

Salary Details

The position offers a monthly remuneration ranging between 15000 and 20000 INR.

Operations Executive