Key Responsibilities:
Account Management
- Serve as the primary point of contact for e‑commerce clients vendors, online stores, marketplaces
- Onboard new e‑commerce clients and guide them on logistics processes and service offerings
- Maintain strong relationships with key accounts to ensure retention and growth
Order & Fulfilment Coordination
- Monitor daily order inflow from e‑commerce platforms
- Ensure timely processing, picking, packing, and dispatch of orders
- Coordinate with last-mile delivery teams for efficient fulfilment
- Track shipments and proactively resolve delivery issues
Performance Monitoring
- Track KPIs such as delivery timelines, order accuracy, returns, and customer satisfaction
- Prepare regular reports on client performance and operational metrics
- Identify bottlenecks in operations and recommend improvements
Customer Support & Issue Resolution
- Handle client complaints related to delays, lost shipments, damages, or returns
- Work with operations teams to resolve issues promptly
- Provide status updates and ensure transparency with clients
Returns & Reverse Logistics
- Manage return processes RTO – Return to Origin, exchanges, refunds
- Ensure proper documentation and tracking of returned items
Process Improvement
- Suggest strategies to improve delivery efficiency and reduce costs
- Support the implementation of logistics technology or system upgrades
- Ensure compliance with company policies and service level agreements SLAs
