Operation Executive

Operations Executive

Location: Mumbai

Experience: 1–4 Years

Employment Type: Full-time

Key Responsibilities

1. Customer Feedback Management

• Review daily customer feedback reports received through the WhatsApp chatbot.
• Maintain accurate records and logs in internal dashboards and Excel/Google Sheets.
• Ensure timely tracking and resolution of customer-reported issues.

2. 3PL Coordination & Follow-Ups

• Coordinate with 3PL partners to ensure timely closure of pending cases.
• Proactively follow up with 3PL supervisors and cluster managers until issues are resolved.
• Ensure corrective action is taken against fake or incorrect delivery attempt reports.
• Track escalations and drive closure within defined turnaround timelines.
• Maintain accountability across partner teams through consistent follow-ups.

3. Internal Operations Support

• Maintain follow-up trackers and provide regular updates on case progress.
• Collaborate closely with internal operations teams to identify delivery trends, operational gaps, and fraudulent patterns.
• Escalate critical issues promptly to the Operations Manager.
• Support process improvements by highlighting recurring concerns and bottlenecks.

4. Communication & Reporting

• Communicate confidently and assertively with external partners to drive ownership and accountability.
• Prepare daily and weekly reports covering resolution rates, delays, pending cases, and partner responsiveness.
• Present actionable insights to improve operational efficiency and customer experience.

What We're Looking For

• 1–4 years of experience in Operations, Customer Service, Logistics Coordination, or a related field.
• Strong follow-up skills with the ability to remain persistent and firm when required.
• Good verbal and written communication skills in English and Hindi (regional language proficiency is an added advantage).
• Ability to thrive in fast-paced, high-ownership environments.
• Working knowledge of Excel and Google Sheets.
• High attention to detail with a strong sense of accountability and ownership.
• Preferred AttributesPrior experience in last-mile logistics, e-commerce operations, or supply chain environments.
• Ability to identify patterns of fraud, operational leakages, or process inefficiencies.
• Comfortable handling high call volumes and conducting repeated follow-ups to drive issue resolution.