Logistics Coordinator

EVM India

Website: evmzone.com
Job details:

1. Customer Communication & Service

WhatsApp & Telephonic Support

• Manage all customer interactions on WhatsApp and calls with timely, clear, and professional responses.
• Provide accurate information and maintain a calm, courteous tone.
• Take ownership of conversations until closure.

Email Communication

• Respond to customer emails promptly with crisp, solution-oriented communication.
• Follow up on pending cases and ensure they close within defined TAT.
• Maintain consistent, professional documentation in CRM.

End-to-End Case Resolution

• Own customer issues from first contact to final closure.
• Document all interactions in CRM with accuracy.
• Track patterns and escalate recurring issues proactively.

Customer Feedback & Insights

• Collect feedback across channels (email, calls, WhatsApp).
• Identify trends, gaps, and opportunities for improvement.
• Share insights with internal teams to enhance customer experience.

Crisis & Escalation Management

• Handle escalated issues with urgency and tact.
• Implement corrective actions to prevent repeat escalations.
• Maintain customer trust through transparent communication.

2. Courier & Logistics Management

Dispatch & Shipment Coordination

• Coordinate with courier partners for timely pickups and deliveries.
• Manage allocation of outbound shipments (GT, LFR, E-com Aggregators, RMA, B2B).
• Prepare and maintain the Courier Allocation Plan.

SLA, TAT & Performance Monitoring

• Track courier TAT, SLA, delivery performance, and failures.
• Identify service gaps and initiate onboarding of new courier partners when needed.
• Optimize courier allocation for cost-effective and reliable deliveries.

FTL/PTL/Local Movements

• Manage Porter, FTL, PTL movements across the company.
• Ensure cost-optimized transport without compromising timelines.
• Maintain vendor coordination for smooth execution.

Shipment Risk & Claims Management

• Handle lost, damaged, and theft cases with courier or insurance teams.
• Drive claims to final closure with complete documentation.
• Implement preventive measures to reduce repeat cases.

Record & Documentation Management

• Maintain accurate, audit-ready records of all outbound shipments.
• Track AWBs, returns, discrepancies, RTO patterns, and courier performance.

3. Courier Billing, Payments & Reconciliation

• Verify courier invoices against rate cards, highlighting discrepancies instantly.
• Approve or hold payments based on validation.
• Coordinate with Accounts for timely payment processing.
• Maintain logs and provide monthly courier cost analysis.

4. Internal Coordination & Cross-Functional Interaction

• Work closely with technical, warehouse, sales, and CRM teams to ensure quick resolution of issues.
• Enable smooth inter-department communication for end-to-end closures.
• Update all stakeholders with real-time status where required.

5. Training, Leadership & Team Development

• Mentor junior team members on communication, shipment processes, and CRM hygiene.
• Share internal best practices and help develop SOPs.
• Support onboarding for new team members with hands-on guidance.

6. Process Improvement & Automation

• Identify repetitive tasks and recommend automation (tracking sheets, dashboards, courier allocation logic).
• Maintain dashboards for courier performance, cost, TAT/SLA metrics.

Cost Optimization Initiatives

• Review monthly logistics cost trends and identify saving opportunities.
• Optimize zone-wise courier allocation to minimize burn.
• Benchmark courier rates and drive renegotiation if required.

Data-Driven MIS & Reporting

• Publish weekly MIS on shipments, delays, courier performance, returns, and claims.
• Provide actionable insights to management for continuous improvement.

Compliance & SOP Adherence

• Ensure all shipments follow internal SOPs, packaging standards, and documentation requirements.
• Maintain compliance across insurance, RMA, and warranty movement policies.

Click on Apply to know more.