Operations Executive

Role Summary

You will be the single point of ownership for end-to-end order fulfilment — coordinating between our

warehouse, courier partners, and customers (hotel and spa procurement teams as well as individual

buyers) to ensure every consignment is dispatched on time, tracked proactively, and delivered without the

customer ever having to chase us. When things go wrong (delays, damages, lost shipments), you fix it —

the customer should never have to deal with a courier company themselves.

Key Responsibilities

Order & Dispatch Management

• Ensure all incoming orders — including COD, prepaid, and logo-branded custom orders — are booked

with courier partners on time, every day, without backlog.

• Follow up with warehouse teams to ensure timely picking, packing, and dispatch of every consignment,

including bulk/heavy shipments (5L cans, carton packs of 100–800 units).

• Track every order end-to-end from booking to delivery and flag exceptions before they become

customer complaints.

• Maintain accurate daily records of orders booked, dispatched, in transit, delivered, RTO, and stuck

shipments.

Courier Partner Management

• Manage day-to-day relationships with all courier and logistics partners, including surface/heavy-parcel

carriers for bulk B2B consignments.

• Escalate and resolve issues directly with courier companies — delays, misrouting, failed delivery

attempts, address issues — so the customer never has to.

• For orders damaged, leaked, or lost in transit, raise and follow through on compensation/claim requests

with the courier partner until closure.

• Monitor courier performance (TAT, delivery success rate, RTO %, damage rate) and share regular

performance reports with management.

Customer Communication & Query Resolution

• Proactively share order and dispatch details (tracking ID, courier partner, expected delivery date) with

customers as soon as orders ship.

• Handle all inbound customer calls, WhatsApp messages, and emails related to orders — dispatch

status, delivery timelines, delays, and address changes.

• Resolve every customer query around “where is my order” and “when will I receive it” quickly,

accurately, and politely — hotels run on tight housekeeping schedules and depend on timely supplies.

• Own damaged/lost order resolution for the customer end-to-end: arrange replacement or refund, and

separately pursue the claim with the courier — the customer's problem is solved first, the courier claim

is our problem, not theirs.

• Keep customers informed at every step; no customer should ever have to call twice for the same issue.

Warehouse & Dispatch Coordination

• Coordinate daily with warehouse staff to ensure orders are packed and handed over to courier partners

on schedule.

• Coordinate timelines for customized logo-branded orders (guest kits, soaps, dental/shaving kits) so

branding, packing, and dispatch stay on schedule.

• Flag inventory or packaging issues that could delay dispatch — especially leak-proof packing for liquid

chemical consignments.

• Verify manifests and handover records so every shipped order is accounted for.

Process & Reporting

• Maintain a daily dispatch and delivery dashboard (orders booked vs dispatched vs delivered vs

pending).

• Identify recurring problems (specific pin codes, courier lanes, packaging failures) and suggest fixes.

• Assist in onboarding and evaluating new courier partners as the business scales.

Requirements

• 1–3 years of experience in e-commerce operations, logistics coordination, or customer support

(B2B/hospitality supply experience preferred).

• Working knowledge of courier aggregator panels (e.g., Shiprocket, Delhivery, Bluedart, or similar) and

order management on WooCommerce or similar platforms.

• Excellent verbal and written communication in Hindi and English — comfortable being on phone calls

for a large part of the day.

• Strong follow-up discipline: nothing falls through the cracks.

• Basic proficiency in Excel/Google Sheets for tracking and reporting.

• Calm, solution-first attitude when handling frustrated customers or uncooperative courier teams.

What Success Looks Like

• 100% of orders booked and dispatched within committed timelines.

• Customers receive proactive tracking updates — inbound “where is my order” calls trend down over

time.

• Every damaged/lost shipment resolved for the customer within 48 hours, with courier claims pursued to

closure.

• Courier performance data reviewed weekly, with clear escalations and improvements.

What We Offer

• Direct exposure to the founders and full ownership of a critical business function.

• Fast-growth environment where your work directly shapes customer experience.

• Competitive salary commensurate with experience.