Last Mile Coordinator

Job Description: Last Mile Coordinator

Reports To: Last Mile Head

Role Summary

The Last Mile Coordinator supports the Last Mile Head by managing daily rider allocation, real-time delivery tracking, and exception handling in a fast-paced quick commerce environment. This role ensures smooth last-mile operations, timely order fulfilment, and high customer satisfaction through effective coordination and quick decision-making. The Last Mile Coordinator monitors delivery app data and escalates issues promptly to maintain operational efficiency.

Key Responsibilities

● Order Allocation Monitoring : Auto Assign orders to riders efficiently to ensure timely deliveries and optimal workload distribution.

● Real-Time Tracking: Monitor rider performance and delivery progress live using delivery app data.

● Exception Handling: Address and resolve delivery exceptions (e.g., delays, wrong addresses) within a turnaround time (TAT) of ≤ 10 minutes.

● Shift Planning: Manage rider shift schedules to ensure ≥ 95% attendance and operational continuity.

● Issue Escalation: Escalate customer or operational issues to the Last Mile Head promptly for swift resolution.

● Data Monitoring: Track and analyze delivery app data to identify trends, bottlenecks, and areas for improvement.

Key Performance Indicators (KPIs)

● Rider Attendance: Achieve ≥ 95% rider attendance for scheduled shifts.

● Order Allocation Accuracy: Maintain ≥ 99% accuracy in order-to-rider assignments.

● Exception Handling TAT: Resolve delivery exceptions within ≤ 10 minutes.

Skills & Competencies

● Strong communication skills to coordinate with riders and cross-functional teams.

● Quick decision-making and problem-solving abilities in high-pressure situations.

● Proficiency in using delivery management apps and basic data analysis tools.

● Detail-oriented with a focus on maintaining accuracy in fast-paced operations.

● Ability to work collaboratively in a dynamic, customer-centric environment.

Experience & Education

● Experience: 2–5 years in logistics coordination, last-mile operations, or delivery management, preferably in quick commerce or e-commerce.

● Education: Bachelor’s degree or equivalent in any discipline; relevant certifications in logistics are a plus.

Work Environment

● Fast-paced quick commerce setting requiring agility and real-time problem-solving.

● Collaborative role working closely with riders, the Last Mile Head, and operations teams.

Job Type: Full-time

Work Location: In person