Supertails
Website:
supertails.com
Job details:
Role OverviewWe are looking for an Assistant Manager – Supply Chain who will be responsible for managing last-mile courier operations and customer grievance resolution. The role will focus on ensuring on-time courier pickups, minimizing delivery failures, controlling RTO, and improving customer experience through effective courier partner management.
This role requires strong operational ownership, problem-solving ability, and the capability to work closely with courier partners and internal teams.
Key Responsibilities
1. Customer Grievance Management
- Handle and resolve customer complaints related to delivery delays, fake attempts, and service failures.
- Ensure timely closure of customer grievances with proper root cause analysis.
- Work closely with customer support teams to improve resolution timelines.
- Identify recurring issues and implement preventive measures.
2. Courier Operations Management
- Ensure on-time courier pickups from warehouses on a daily basis.
- Monitor courier partner performance across regions and escalate service failures.
- Drive improvements in courier service levels and accountability.
- Coordinate with courier partners to resolve operational bottlenecks.
3. RTO and Delivery Performance Control
- Monitor and reduce Return-to-Origin (RTO) rates.
- Identify causes for RTO such as fake attempts, service failures, and address issues.
- Work with courier partners to reduce fake delivery attempts.
- Track first-attempt delivery success rate and improvement initiatives.
4. Escalation Management
- Act as the single point of contact for courier escalations.
- Ensure quick resolution of operational issues affecting deliveries.
- Coordinate with courier account managers and operations teams.
- Maintain strong working relationships with courier partners.
5. Reporting & Analytics
- Track and report key metrics such as:
- On-time pickups
- Delivery SLA adherence
- Fake attempt %
- RTO %
- Escalation closure TAT
- Generate periodic performance reports for management.
- Identify trends and recommend corrective actions.
Required Skills & Qualifications- Bachelor's degree in Supply Chain, Logistics, Operations or related field.
- 3–6 years of experience in logistics, e-commerce supply chain, or courier operations.
- Strong understanding of last-mile delivery operations.
- Experience working with multiple courier partners.
- Strong analytical and problem-solving skills.
- Good communication and stakeholder management skills.
- Ability to work in a fast-paced startup environment.
Preferred Skills- Experience in e-commerce or D2C logistics operations
- Experience managing courier partners like Ekart, Delhivery, Blue Dart, ElasticRun etc.
- Advanced Excel or data analysis skills.
Success Metrics- On-time pickup adherence
- Reduction in RTO %
- Reduction in fake delivery attempts
- Customer grievance closure TAT
- Courier partner SLA adherence
Required Skills
Click on Apply to know more.