Fulfilment & Customer Operations Lead

Location:

Mission:

A. Core Responsibilities & Ownership Areas

1. Logistics, 3PL & Delivery Management:

• Be the primary owner and single point of contact for all Third-Party Logistics (3PL) partners (e.g., Delhivery, Shadowfax, local couriers).

• Negotiate shipping rates, credit terms, and Service Level Agreements (SLAs)

  to continuously reduce costs and improve service.
• Monitor daily 3PL performance metrics (pick-up time, first-attempt delivery rate, RTO rate) and hold partners accountable through regular reviews.

2. Warehouse & Fulfilment Operations:

• Supervise the daily dispatch process at the fulfilment center, ensuring

  100% accuracy in order picking, packing, and labeling

  .
• Manage inventory and timely procurement of all

  packaging materials

  (shipping boxes, tape, labels, void fill).
• Implement and audit warehouse organization and efficiency standards (e.g., 5S methodology).

3. Customer Delivery & Post-Purchase Experience:

• Own the resolution of all

  delivery-related customer complaints

  (non-delivery, delays, damaged packages). Establish a swift escalation and resolution protocol.
• Design and manage a system for

  proactive customer communication

  (e.g., order confirmation, shipping updates, delivery tracking).
• Analyze delivery failure data to identify root causes and implement permanent corrective actions.

4. Customer Support Oversight & Process:

• Oversee the Customer Support function, ensuring timely and empathetic responses across Instagram, WhatsApp, and email.
• Develop and maintain a

  knowledge base and standard response templates

  for common queries (tracking, returns, product info).
• Analyze support tickets to identify trends and feed critical insights on product or delivery issues back to the Head of Operations & Quality.

5. Data, Analytics & Cost Control:

• Own, track, and report on the function's

  Key Performance Indicators (KPIs)

  , including:

• Cost of Delivery as a % of Revenue

  (Primary financial KPI)

• Order Dispatch TAT

  (Turnaround Time)

• Customer Delivery Complaint Rate

• Customer Support Response Time & Resolution Rate

• Use data-driven insights to propose and implement strategies for cost reduction and service improvement.

B. Who We Are Looking For (The Ideal Profile)

• A Hands-On Executor:

  2-4 years of experience in

  e-commerce fulfilment, logistics, or customer operations

  , preferably in a D2C or high-growth startup environment.

• A Problem-Solver & Negotiator:

  Proven ability to solve logistical hurdles and negotiate effectively with external partners. Comfortable handling customer escalations.

• Data-Obsessed:

  Strong analytical skills with high proficiency in

  Excel/Google Sheets

  . Must love measuring, tracking, and improving metrics.

• A Process Builder:

  Demonstrated experience in creating or improving operational checklists and procedures.

• Location & Attitude:

  Based in Chennai, willing to work on-site at our fulfilment center. A proactive, "get-it-done" attitude is essential.

C. What We Offer

• A Mission with Impact:

  Play a foundational role in scaling a brand trusted by parents for safety and quality.

• Clear Ownership & Growth:

  Direct responsibility for a critical business function with a clear path for career growth as the company expands.

• Competitive Compensation:

  A salary commensurate with experience in the range of

  3.5 - 4.5 Lakhs per annum

  , along with performance-linked incentives.

• A Culture of Excellence:

  Work directly with the founders in a lean, honest, and high-accountability environment focused on systematic improvement.