Logistics Specialist

Role Summary:

This role is responsible for managing Pan-India Direct-to-Consumer (D2C) logistics

operations, covering both forward and reverse movements. The candidate will oversee key

logistics partners (Delhivery, Ekart, Bluedart, Shadowfax, etc.) and ensure that all logistics

requirements are aligned with business goals, delivering a seamless customer experience.

Key Interfaces

External:

• 3PL Logistics Partners

Internal:

• Warehouses

• EBO (Exclusive Brand Outlet).

• IT/Tech

• Finance

• Customer Support

• Control Tower

Key Responsibilities

Process Management

• Ensure adherence to pick up cutoff timelines across operational zones.

• Align and monitor daily load dispatches from all locations.

• Track Turnaround Time (TAT) performance daily using vendor MIS and TMS.

• Manage Return Transactions (RVP & RTO) with minimal customer impact.

• Ensure timely circulation of TAT reports across all business channels.

• Resolve daily operational complaints within 1–2 hours.

• Handle claims related to lost, bad, or damaged shipments.

• Ensure efficient flow and real-time optimization of logistics processes.

• Align processes with dynamic business needs and regional logistics capabilities.

• Drive initiatives to enhance end-customer satisfaction.

Key Metrics:

• Actual TAT vs Promised TAT

• Delivery NPS and CSAT

• Resolution time for complaints

• Insurance and LSP claims handling

Partner/Vendor Management

• Conduct weekly stand-up reviews with all vendors to assess:

o TAT performance and delivery experience

o Improvement plans for top underperforming locations

o Process enhancement opportunities (reducing first-mile to last-mile cycle)

• Follow-up on vendor progress through regular checkpoints.

• Lead monthly reviews for consistency in vendor performance.

• Identify and drive location-specific and pan-India improvements.

• Contribute to vendor development initiatives to improve nationwide logistics

efficiency.

Performance Indicators:

• Vendor adherence to SLA/TAT

• Reduction in transit time

• Vendor responsiveness and escalation handling