Operations Executive

About the Role

We are looking for an Operations Executive to join our Mumbai team. The position requires 1 to 4 years of experience, primarily handling operational tasks related to customer feedback, logistic coordination, and internal support to enhance service delivery efficiency.

Key Duties and Responsibilities

• Manage daily customer feedback received via a WhatsApp chatbot, ensuring records are accurately maintained in internal dashboards and spreadsheets.
• Coordinate with third-party logistics (3PL) partners to ensure timely resolution of pending cases and track escalations for closure within prescribed timelines.
• Follow up persistently with 3PL supervisors and cluster managers to address and resolve incorrect or fraudulent delivery attempts.
• Support internal operations teams by maintaining follow-up trackers, providing updates, identifying delivery trends, operational gaps, and suspicious activities.
• Escalate critical challenges to the Operations Manager promptly and participate in process improvements by highlighting recurring issues and bottlenecks.
• Communicate assertively with external partners to enforce accountability and ownership over resolution processes.
• Prepare daily and weekly reports analyzing resolution statistics, delays, pending cases, and partner responsiveness while offering actionable insights to improve operational effectiveness and customer experience.

Candidate Profile and Requirements

• Experience of 1 to 4 years in Operations, Customer Service, Logistics Coordination, or related domains.
• Strong skills in consistent and firm follow-up to ensure issue resolution.
• Proficient verbal and written communication abilities in English and Hindi; knowledge of regional languages is advantageous.
• Comfortable working in a dynamic, fast-paced environment requiring high ownership.
• Familiarity with Excel and Google Sheets for operational tracking and reporting.
• Exceptional attention to detail combined with a robust sense of responsibility and ownership.
• Preferred background includes last-mile logistics, e-commerce operations, or supply chain sectors.
• Capability to detect fraud patterns, operational inefficiencies, or leakages within processes.
• Resilience in managing high call volumes and conducting repetitive follow-ups for effective issue resolution.

Compensation

The monthly salary ranges from INR 35000 to 45000.