Logistics Coordinator

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

• It is a Full Time Warehouse / Logistics job for candidates with 1 - 6 years of experience.