Website:
moderncasa.in
Job details:
About Modern Casa
Modern Casa is a growing home & lifestyle e-commerce brand offering thoughtfully selected products across home, kitchen, storage, organization, decor and everyday living. We operate across D2C, marketplaces and other online channels and are building a strong operations team to support our growing order volumes.
We are looking for an experienced and highly organized E-commerce Logistics & Operations Manager to take ownership of our day-to-day shipping, courier and warehouse operations.
Shipping and Dispatch Operations
· Own daily order processing, shipping label generation and dispatch operations.
· Ensure all orders are processed and dispatched within defined timelines.
· Identify and resolve unprocessable shipments, incorrect addresses, serviceability issues, out-of-stock orders and other dispatch exceptions.
· Maintain accurate daily dispatch records through AWB scanning and reconciliation.
· Reconcile dispatched shipments against courier pickup/manifest data and investigate discrepancies.
· Coordinate with Customer Support regarding cancelled, cloned/recreated, delayed or otherwise affected orders.
Courier & Delivery Management
· Manage day-to-day coordination with courier partners and shipping aggregators.
· Monitor shipments across pickup, in-transit, out-for-delivery, delivered, RTO and return stages.
· Identify delayed, unattempted, stuck or incorrectly processed shipments and raise timely escalations with courier partners.
· Monitor aging in-transit shipments and proactively investigate orders exceeding expected delivery timelines.
· Identify recurring courier, hub and pincode-level delivery issues and recommend corrective actions.
· Work towards improving delivery rates while reducing RTOs and logistics costs.
RTO, Returns & Reverse Logistics
· Monitor and reconcile RTO and return shipments.
· Ensure returned shipments are received, scanned and recorded correctly at the warehouse.
· Track RTO/return receiving dates and investigate missing or delayed reverse shipments.
· Ensure damaged, missing, tampered or incorrect returned products are identified and documented promptly.
· Coordinate with relevant teams for inventory and order-status updates.
Courier Escalation and Brand
· Own courier escalations related to delayed deliveries, unattempted shipments, false delivery attempts, lost shipments, damages, incorrect returns and other logistics discrepancies.
· Ensure eligible claims are raised within courier timelines with proper documentation.
· Maintain a centralized courier-wise escalation and claims tracker.
· Follow up until closure and reconcile approved claim/reimbursement amounts.
· Identify patterns in courier performance and escalate recurring operational problems.
Warehouse Management
· Manage and supervise the warehouse operations team.
· Ensure timely picking, packing, scanning, dispatch and return processing.
· Ensure operational trackers such as dispatch, damage, returns and RTO records are maintained accurately.
· Monitor warehouse productivity, accuracy and adherence to SOPs.
· Establish processes to minimize dispatch errors, inventory discrepancies and operational delays.
Cross Functional Coordination
Work closely with:· Customer Support for cancellations, delivery concerns, tracking updates, NDRs, returns and customer escalations.
· Inventory/Procurement for stock availability and out-of-stock issues.
· Finance for courier billing, claims and reconciliation.
· Management for logistics performance reporting and operational improvements.
Reporting and Performance Management
Prepare and maintain regular logistics reports covering key metrics such as:
· Orders processed and dispatched
· Dispatch TAT and pickup success
· Delivery % and RTO %
· NDR performance
· Aging/in-transit shipments
· Courier-wise performance
· Return/RTO receiving status
· Lost and damaged shipments
· Open vs. resolved escalations
· Claims raised, approved and pending
· Warehouse productivity and discrepancies
Analyze operational data to identify bottlenecks, recurring issues and opportunities to improve delivery performance, cost efficiency and customer experience.
Key Requirements
· 3-6 years of experience in e-commerce logistics, shipping, warehouse operations or supply chain operations.
· Hands-on experience managing high-volume D2C/e-commerce order fulfilment.
· Strong understanding of the complete order lifecycle from order processing to delivery, RTO and returns.
· Experience working with courier aggregators and/or courier companies such as Delhivery, Ekart, Blue Dart, Xpressbees, Ecom Express, DTDC, etc.
· Strong knowledge of AWBs, manifests, NDR, RTO, reverse logistics, courier escalations and claims.
· Strong Excel/Google Sheets skills and ability to work with large courier exports and operational datasets.
· Experience managing warehouse or operations teams.
· Strong problem-solving, analytical, follow-up and coordination skills.
· High attention to detail and a strong sense of ownership.
Mode of Work-Onsite
Location-Gwalior
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