About Up-to-date 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.

· Robust 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

📌 E-commerce Logistics & Operations Manager (Gwalior)
🏢 Modern Casa
📍 Gwalior