Operations Executive - Logistics

About the Role :

You will be part of the logistics ops team handling 20-30K orders/day, 10 courier partners, and 10 warehouses. Depending on assignment, you will own brand-level order execution, manage customer escalations, or support courier partner management. The work is fast, daily, and directly impacts customers.

Possible Assignments

• Brand Ops: Own order flow for a brand. Monitor in-transit shipments, resolve exceptions manifested-not-picked, picked-not-connected, RAD-not-FOFD, speed breaches, status mismatches. Coordinate with couriers and WH team. Attend brand standups.

• Escalations: Investigate customer/order issues — WISMO, delivery failures, wrong item, damaged

product, refund cases, D7+ stuck shipments. Check courier portals, call customers, coordinate with WH, follow up until closed. 50-100+ cases/day.

• KAM Support: Track courier SLA compliance, prep data for business reviews, handle L1 courier

escalations (pickup failures, SLA deviations), support new courier onboarding.

Day-to-Day

• Monitor control tower dashboards for your scope — flag and act on exceptions before customers notice

• Coordinate with courier ops teams for pickups, delivery failures, reverse pickups, reattempt compliance

• Prepare daily/weekly reports — dispatch summary, escalation tracker, or SLA scorecard depending on track

• Daily morning standup, flag blockers, close action items same day

Must Have

• 1–3 years in e-commerce or D2C logistics operations. You know what an AWB, NDR, and RTO are.

• Comfortable in Excel/Sheets and courier partner portals (Delhivery, Shiprocket, etc.)

• Can handle high-volume, repetitive work without dropping quality. This is execution, not strategy.

• Good communication — you talk to courier ops, WH teams, brand teams, and sometimes customers daily

• Sense of urgency. Orders don’t wait. NDR windows are 4 hours. Escalated customers are already

frustrated.

Good to Have

NDR/RTO processing experience. OMS platform familiarity. Escalations management exposure. E-commerce business background.