ROLE: Executive – D2C Last Mile Operations & Fulfilment
LOCATION: Indore
Job Summary:
This role owns last-mile delivery performance for the D2C business, managing courier partner relationships, delivery SLAs, and end-customer delivery experience. The role bridges warehouse dispatch and final delivery, ensuring speed, cost-efficiency, and reliability of last-mile logistics.
Key Responsibilities
- Manage relationships and performance of last-mile courier/logistics partners (rate negotiation, SLA management, escalations).
- Monitor pin-code level serviceability, delivery TAT, and first-attempt delivery success rate. Drive reduction in RTO, NDR, and failed delivery attempts through root-cause analysis and corrective action with courier partners.
- Own daily tracking of shipments in transit; proactively resolve delays and exceptions. Optimize courier allocation logic (zone/weight/cost-based routing) to balance cost and delivery speed.
- Collaborate with the CX/support team to resolve delivery-related customer escalations quickly.
- Analyze last-mile cost per shipment and identify opportunities to reduce freight/COD costs.
- Track and improve COD remittance timelines and reconciliation with logistics partners. Support onboarding of new courier partners/pin codes to expand serviceable areas. Prepare weekly/monthly performance scorecards for all courier partners.
- Work closely with Warehouse Operations to ensure dispatch cut-offs align with courier pickup schedules.
Requirements:
- Bachelor's degree in Supply Chain, Logistics, Business, or related field.
- Strong analytical skills with experience managing courier scorecards and SLA dashboards.
- Experience negotiating and managing multiple 3PL/courier partner relationships. Proficiency in Excel/Google Sheets; exposure to logistics aggregator platforms (Shiprocket, Nimbuspost, Shipway, etc.) preferred.
- Strong problem-solving skills and comfort working with high shipment volumes and tight deadlines.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Paid time off
- Provident Fund
Work Location: In person
