Logistics Team Lead

2 weeks ago

mumbai, India Pilgrim Full time

Lead and oversee the Customer Delight Logistics team to ensure seamless daily operations and timely order delivery. Monitor and manage shipments, resolve escalations, and maintain key performance metrics. Drive process improvements to enhance efficiency, reduce costs, and improve customer satisfaction. Ensure proactive communication with customers regarding delays or stock issues, while training and motivating the team to uphold high performance and service standards.


Roles & Responsibilities

• Lead and supervise the Customer Delight Logistics team to ensure smooth daily operations.

• Monitor overall daily shipments, including in-transit, delayed, and failed deliveries.

• Handle escalations raised by Customer Delight Team, ensuring timely and effective resolution.

• Identify and implement process improvements to optimize cost, time, and operational efficiency towards the order delivery journey

• Track and maintain the overall delivered percentage and other critical KPIs for the team

• Communicate timely updates to customers about delayed shipments, ensuring a positive customer experience.

• Highlight and resolve issues related to out-of-stock products and share relevant communication with customers.

• Train, motivate, and evaluate team members to drive performance and ensure adherence to quality standards.


Additional Skills

• High school diploma or equivalent; associate or bachelor's degree is a plus.

• Strong problem-solving and decision-making abilities.

• Empathetic and patient demeanour when dealing with customer raised issues or

complaints.

• Ability to handle a high volume of customer inquiries in a fast-paced

environment.

• Proficiency in using customer support software, ticketing systems, and CRM

tools.

• Ability to work independently as well as collaboratively within a team.

• Flexibility to work in shifts and adapt to changing schedules as required

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