Posted By
Posted in
SCM & Operations
Job Code
657883
Roles and Responsibilities:
- Leading last mile deliveries of all cities in the country
- Enhancing the customer experience
- Liaising with multiple teams, such as Finance & Customer Service, and HO for smooth operations
- Working as a part of project teams to plan and implement new initiatives at Last mile operations
- Timely Delivery of orders
- Work towards customer experience enhancement
- Delivery as per committed schedule to increase customer experience ( Reduce Wait Time)
- Vendor Development/ Alternate Vendor / New Initiative in the Industry
- Regular Vendor Evaluation ( Cost/Service/delivery TAT)/Reach/RTO/Response on Query/ In transit DSP)
- Cost Reduction-Benchmarking and regular Negotiations to reduce overall Distribution call
- Cost Reduction- Bench marking and Regular Negotiation to reduce overall Reverse pick up cost
- Reduction of Overall TAT of Reverse Logistics from the time reverse pick up Request is raised to pick and final deliver
- Team Management - ( Duty Roster, shift Planning, leave Management)
- Process Adherence
- COD reconciliation ( Follow up and Timely Receiving of same in our Account)
- Follow up with Internal Stake holders ( FC Manager/ Customer Service)
Key performance Indicators:
- 100% shipment Dispatch (Handover to LSP- s) same day
- Delhi NCR - 24-48 Hrs, Metro - 48 - 72 Hrs Rest - 48 - 120 Hrs, North East - 96 - 168 Hrs from Dispatch
- Customer experience enhancement by reducing last mile related customer complaints month on month
- RTO % - less than 10 % against Sales (Avg. Of 1 year to be consider)
- 1 New Initiative in a Quarter
- Monthly Report and Actionable
- Over All cost reduction of 5% in next quarter
- Reverse pickup should be picked within 48 Hrs of request and delivered at WH within 5 working day of pick up
- Complaint resolution for External customers - Within 48 Hrs from receipt of complaint
- MIS - All periodic MIS should be circulated as per schedule ( Daily, Weekly & Monthly )
- Validation of Last mile Bills and COD reconciliations to be submitted to Finance within 10th of every Month for the previous Month
- Strong foundation in high volume operational setup; preferably in consumer businesses (e-commerce, Fashion, Logistics)
- Excellent stakeholder management, communication and reporting skills
- Problem Solving and Handling stressful and complicated situations
- Leadership and Team Management skills
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Posted By
Posted in
SCM & Operations
Job Code
657883