Role & responsibilities
- Manage day-to-day operations for assigned key customer accounts.
- Ensure adherence to customer SLAs, KPIs, SOPs, and contractual commitments.
- Coordinate with warehouse, transportation, inventory, and billing teams for smooth operations.
- Monitor operational performance including:
- Order fulfillment
- Inventory accuracy
- Dispatch timelines
- Delivery performance
- Cost control
- Customer Complaints and escalations
- Conduct regular customer review meetings (Daily/Weekly/Monthly).
- Analyze operational data and prepare MIS reports and dashboards.
- Identify operational gaps and implement process improvements.
- Handle customer escalations and ensure timely resolution.
- Support new customer onboarding and transition activities.
- Drive continuous improvement initiatives to enhance productivity and service quality.
- Ensure high standards of hygiene and cleanliness across the warehouse as per food-grade warehousing norms.
- Ensure compliance with safety, quality, and company operational standards.
- Coordinate with finance teams for billing, invoicing, and payment follow-ups.
- Build strong customer relationships to support retention and business growth.
Preferred candidate profile
- Bachelors degree in Logistics, Supply Chain, or related field
- 3 to 5 years of experience in warehouse operations, preferably within in a 3PL environment.
- Solid knowledge of 3PL logistics and warehouse operations.
- Experience in client servicing and key account management.
- Good understanding of supply chain processes and transportation management.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Proficiency in MS Excel, ERP/WMS/TMS systems.
- Ability to manage multiple customers and operations simultaneously.
- Strong negotiation and conflict-resolution skills.
- Leadership and team coordination capabilities.