SUMMARY

Dairy Classic Ice Creams Pvt Ltd is seeking a proactive and detail-oriented E-commerce Executive to manage order fulfilment and service performance across e-commerce and quick-commerce channels. The role is accountable for on-time dispatch, fill rate, credit notes, clean POD closure and account reconciliation support with Finance, and for driving continuous service improvement with platform partners. The incumbent will act as the key link between e-commerce platforms, depots, logistics and the Finance team.

ROLE AND RESPONSIBILITIES

1. On-Time Dispatch:

a. Plan and track daily dispatches against e-commerce and quick-commerce purchase orders (POs) to meet platform delivery appointments. b. Coordinate with depot, warehouse and transport teams to ensure orders are picked, packed and dispatched on schedule while maintaining cold chain integrity.

c. Book and manage delivery appointments on platform portals; monitor vehicle movement and resolve delays proactively.

1. Fill Rate:

a. Monitor PO-level and SKU-level fill rate daily and maintain it at or above agreed targets. b. Analyse short supplies, cancellations and rejections; identify root causes (stock, quality, appointment, documentation) and implement corrective actions.

c. Share PO demand and stock visibility with planning and sales teams to minimise PO expiries and stock-outs.

1. Credit Notes:

a. Raise, track and close credit notes for shortages, damages, rejections, returns and pricing differences in a timely manner. b. Validate claims and debit notes from platforms against dispatch documents and GRNs before acceptance.

c. Maintain a credit note tracker and ensure approvals are in line with company policy.

1. Account Reconciliation (Finance Support):





Support Finance in monthly reconciliation of e-commerce accounts invoices, GRNs, payments deductions and outstanding balances. b. Investigate and resolve mismatches between invoiced and received quantities, short payments and unexplained deductions.

c. Provide supporting documents for audits, claim settlements and dispute resolution.

1. Clean POD Management:

a. Ensure a clean Proof of Delivery (POD) is obtained for every dispatch, with correct signatures, stamps, quantities and remarks. b. Follow up on pending and discrepant PODs with transporters and depots and close them within agreed timelines.

c. Maintain an organised digital POD repository to support billing, claims and reconciliation.

1. Service Improvement & Reporting:

a. Track key service KPIs on-time dispatch, fill rate, POD closure, credit note ageing and platform scorecards and publish regular MIS reports. b. Act as the single point of contact for platform account teams on operational issues and escalations.

c. Identify recurring service gaps and drive process improvements and SOPs with logistics, depot and sales teams.

QUALIFICATIONS AND EDUCATION REQUIREMENT

- Academic
- Bachelors degree in Commerce, Supply Chain / Logistics, Business Administration, or a related field.
- Key Competencies:
- 4+ years of experience in e-commerce / quick-commerce order fulfilment, key account operations or customer service in FMCG.
- Hands-on experience with platform vendor portals (PO management, appointment booking, GRN and claims).
- Positive understanding of fill rate, POD, credit / debit notes and account reconciliation processes.
- Proficiency in MS Excel (Intermediate to Advanced level Pivot Tables, VLOOKUP / XLOOKUP).
- Working knowledge of ERP systems SAP preferred.
- Excellent communication, follow-up and coordination skills with strong attention to detail.

📌 Customer Service Executive (Bengaluru)
🏢 Dairy Classic Ice Creams
📍 Bengaluru