Job Description

Skill required: Fulfill - Service Fulfillment

Designation: Supply Chain Operations Associate

Qualifications: Under Gradudate

Years of Experience: 1 to 3 years

What would you do "In our Service Supply Chain business, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover
In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience
We are seeking high autonomy Logistics Dispatch Control Tower Representatives to operate as order level case managers in a fast paced, uptime critical B2B tech repair environment
These individuals will own every order end to end from part identification and courier booking to FE dispatch and onsite arrival, ensuring no SLA is ever missed
This role requires independent decision making, proactive escalation, assertive communication, and the ability to manage logistics workflows with minimal supervision
Success IndicatorsHigh rate of SLA protection (SLA risk rescue)Reduction in FE-no-parts or Parts-no-FE where applicableEarly escalations preventing service incidentsAccurate case routing and documentationOwnership demonstrated across entire lifecycle Positive vendor/courier responsiveness driven by robust agent communication
"

What are we looking for "Strong ownership mindset, does not wait for supervision
Excellent communication, confidence, and problem solving skills
3 + years of experience in logistics, dispatch, BPO service delivery, or other high urgency operations
Ability to handle continuous pressure and multitasking




Assertiveness when interacting with vendors, couriers, and control tower team
Ability to work autonomously within a defined SLA framework
3+ years of experience supporting B2B dispatch logistics
Background in IT hardware repair workflows or managed service operationsStrong analytical background"

Roles and Responsibilities: "Order Management DispatchPerform end to end case ownership across parts identification, courier coordination, FE dispatch, and order closure
Validate corrective parts and ensure proper matching with product and entitlement
Route field engineers based on availability, skill, location, and SLA constrains
Monitor cases in real time and proactively intervene on exceptions
Logistics Control Tower OperationsCoordinate shipments with 3PLs, carriers, FSL hubs, same-day providers, and NFO carriers
Track ETAs and resolve deviations immediately, escalating those that cannot be resolved
Leverage fall back plans, including alternate carriers, FE rerouting, or secondary stocking locations
Maintain accurate case documentation and time stamps
Risk, SLA Escalation ManagementControl the entire order lifecycle with a focus on SLA protectionDetect risks early using ETA variance, vendor responsiveness, lane history, and courier behavior
Escalate assertively to vendors, couriers, or leaders without hesitation or supervisor direction
Risk Management and Incident ControlOwns SLA pre-breach detection, escalation management, and crisis communicationRuns incident bridges and post mortem reviews with clear corrective action plans
Cross-Functional CollaborationWork closely with field vendor teams, courier partners, the control tower, and parts planning
Provide rapid case updates through incident channels or bridge calls as required
Embody a One-Team Same-Goal approach to cross functional collaboration and support with every action
"

📌 Supply Chain Operations Associate (West Bengal)
🏢 Accenture
📍 West Bengal