Retail & Customer Operations Executive

Job Description – Retail & Customer Operations Executive  

Role Overview:Anantaya Enterprises LLP, a franchise of DTDC Express Ltd.  is seeking a proactive, customer-focused, and detail-oriented Retail & Customer Operations Executive to manage and support day-to-day retail counter operations, shipment booking, customer service, and operational coordination. This role offers an opportunity to work in a fast-paced logistics environment where customer experience, operational accuracy, responsiveness, and sales orientation are critical to service excellence.

The Retail & Customer Operations Executive will be responsible for handling walk-in customers, explaining available courier and cargo services, assisting with shipment booking and secure packaging, and ensuring smooth execution of shipment processing and documentation through DTDC systems. The role also involves proactive customer engagement, retail sales support, upselling of value-added services, shipment tracking, and customer follow-up to ensure high service satisfaction and repeat business. The role requires standing customer interaction, multitasking, and operational coordination in a high-activity retail logistics environment.

This position requires strong communication skills, multitasking ability, attention to detail, and a positive customer-handling approach, along with the ability to coordinate effectively with internal teams, operations staff, and customers. The individual will also support MIS reporting, basic commercial activities, and administrative coordination to ensure smooth and efficient retail operations.

The role is ideal for an energetic, dynamic, and extroverted professional who thrives in a customer-facing and target-driven environment, enjoys interacting with people, and is committed to delivering excellent service while contributing to the business growth and operational effectiveness of a growing logistics organization.

About the Company:

Anantaya Enterprises LLP is a franchise partner of DTDC Express Ltd., operating from our office at No. 49, 1st Floor, Gandhi Circle, Horamavu Main Road, Horamavu, Bangalore, Karnataka, Pin - 560043. We are committed to delivering efficient, reliable, and customer-focused courier and logistics services across India.

Our mode of operation involves close coordination with DTDC’s extensive network, franchisees, and our nationwide corporate clients to ensure timely pickups, deliveries, and seamless operational execution. We manage all finance, commercial, and administrative functions necessary to support our franchise operations and ensure smooth, efficient handling of consignments and related customer requirements.

Additionally, Anantaya Enterprises LLP continues to expand its service capabilities by strengthening operational efficiency, technology adoption, and customer engagement across the logistics value chain.

Our Organizational Culture:

At Anantaya Enterprises LLP, we take pride in fostering a workplace that blends professionalism with a warm, friendly environment. We believe in open communication, mutual respect, and teamwork, creating a space where every employee feels valued and empowered. Our culture encourages flexibility, including occasional work-from-home options, to support work-life balance. We recognize and reward exceptional performance through regular appreciation initiatives along with incentives under various schemes, and employees completing one year of service are eligible for a special bonus equivalent to one month’s salary.

With a focus on continuous learning, career growth, and celebrating achievements together, we ensure that our people thrive both personally and professionally while contributing to our shared success. We also encourage ownership, accountability, and continuous improvement, empowering employees to contribute ideas that improve operational efficiency and financial discipline.

Key Responsibilities: 

1. Retail Counter Operations & Customer Handling

• Manage day-to-day retail counter operations including booking, billing, shipment acceptance, and customer assistance.
• Attend walk-in customers professionally and guide them on available courier, cargo, domestic, international, express, and value-added services.
• Understand customer requirements and recommend the most suitable service offerings based on urgency, cost, safety, and delivery commitments.
• Ensure smooth customer experience through clear communication, service explanation, and proactive support.
• Build positive customer engagement and maintain professional customer relationships to enhance repeat business and referrals.

2. Shipment Booking & Documentation

• Accurately book shipments in the DTDC system with proper weight, dimensions, service selection, and documentation.
• Verify shipment details, customer information, KYC requirements, prohibited items, and operational compliance before booking.
• Ensure proper labelling, invoicing, consignment generation, and handling instructions for all shipments.
• Maintain zero-error discipline in shipment booking and operational data entry.

3. Packing Assistance & Shipment Safety

• Assist customers in secure and appropriate packaging of parcels to minimize transit risk and ensure shipment safety.
• Recommend suitable packing materials and value-added services wherever applicable.
• Ensure all parcels are packed, labelled, and handled as per operational and safety guidelines.

4. Shipment Tracking & Customer Communication

• Proactively monitor booked shipments and coordinate with operations/network teams for timely movement and delivery.
• Follow up on pending deliveries, delays, RTOs, exceptions, and customer escalations until closure.
• Provide regular shipment status updates and delivery confirmations to customers as required.
• Ensure prompt and professional handling of customer complaints and service-related queries.

5. Sales, Upselling & Business Development

• Drive retail sales through proactive customer engagement and service recommendations.
• Identify opportunities for upselling premium services, packaging solutions, insurance, express delivery, international services, and other value-added offerings.
• Generate new walk-in business, customer references, and potential contracted/corporate business opportunities.
• Build and maintain strong local customer relationships to support business growth and customer retention.
• Achieve assigned sales, booking, and customer acquisition targets.

6. MIS Reporting & Commercial Coordination

• Prepare daily, weekly, and monthly MIS reports related to booking volumes, sales, revenue, service performance, and customer trends.
• Maintain records of retail sales, customer interactions, service complaints, and operational issues.
• Support basic reconciliation, cash handling, billing coordination, and reporting activities as required.
• Ensure proper maintenance of operational and commercial documentation.

7. Process Compliance & Counter Management

• Ensure adherence to DTDC operational guidelines, SOPs, safety standards, and compliance requirements.
• Maintain cleanliness, discipline, and professional presentation of the retail counter and customer interaction area.
• Ensure proper handling and safeguarding of customer consignments, operational materials, and company assets.
• Support management in improving customer experience, operational efficiency, and retail business performance.

Qualifications & Skills:

·    Graduate, Diploma Holder or Equivalent.

·    1–3 years of experience in managing retail business or front office operation (experience in courier/logistics industry and/or with DTDC and/or other courier services will be an added advantage).

·    Proficiency in MS Excel, and ability to prepare MIS reports

·    Ability to work under pressure and handle multiple priorities.

·    Strong interpersonal skills for handling client and vendor communications.

·    Excellent communication and must be fluent in English, Kannada, and Hindi. Knowledge of additional regional languages will be an added advantage.

·    Strong customer engagement, persuasion, and upselling capability with a service-oriented mindset.

·    Energetic, dynamic, extrovert, and confident personality with strong presentation skills.

·    Ability to work in a target-driven and customer-focused environment.

·    Basic understanding of retail sales, customer handling, and operational coordination will be an added advantage.

·    Comfortable using computer systems, billing software, MS Excel, and operational applications.

Compensation & Benefits:

Compensation will be best in industry and will not be a constraint for the right candidate.

In addition to salary, medical insurance, performance-based incentives and annual bonus eligibility will be offered as per company policy.

Contact Details: 

Please drop your resume at madhumita@dtdc.com or WhatsApp at +91 9341440444

This position is an excellent opportunity for a customer-focused retail operations professional seeking a role that combines customer interaction, operational execution, sales engagement, and career growth within a dynamic logistics environment. We welcome individuals who are proactive, energetic, solution-oriented, and capable of bringing professionalism, efficiency, and a positive customer experience to day-to-day retail operations.

If you are someone who thrives in a fast-paced, customer-facing, and target-driven environment, enjoys interacting with people, takes ownership of service delivery, and has the ability to build strong customer relationships through effective communication and upselling, we look forward to connecting with you.