
Last Mile Coordinator
6 days ago
Job Description: Last Mile Coordinator
Reports To: Last Mile Head
Role Summary
The Last Mile Coordinator supports the Last Mile Head by managing daily rider allocation, real-time delivery tracking, and exception handling in a fast-paced quick commerce environment. This role ensures smooth last-mile operations, timely order fulfilment, and high customer satisfaction through effective coordination and quick decision-making. The Last Mile Coordinator monitors delivery app data and escalates issues promptly to maintain operational efficiency.
Key Responsibilities
● Order Allocation Monitoring : Auto Assign orders to riders efficiently to ensure timely deliveries and optimal workload distribution.
● Real-Time Tracking: Monitor rider performance and delivery progress live using delivery app data.
● Exception Handling: Address and resolve delivery exceptions (e.g., delays, wrong addresses) within a turnaround time (TAT) of ≤ 10 minutes.
● Shift Planning: Manage rider shift schedules to ensure ≥ 95% attendance and operational continuity.
● Issue Escalation: Escalate customer or operational issues to the Last Mile Head promptly for swift resolution.
● Data Monitoring: Track and analyze delivery app data to identify trends, bottlenecks, and areas for improvement.
Key Performance Indicators (KPIs)
● Rider Attendance: Achieve ≥ 95% rider attendance for scheduled shifts.
● Order Allocation Accuracy: Maintain ≥ 99% accuracy in order-to-rider assignments.
● Exception Handling TAT: Resolve delivery exceptions within ≤ 10 minutes.
Skills & Competencies
● Strong communication skills to coordinate with riders and cross-functional teams.
● Quick decision-making and problem-solving abilities in high-pressure situations.
● Proficiency in using delivery management apps and basic data analysis tools.
● Detail-oriented with a focus on maintaining accuracy in fast-paced operations.
● Ability to work collaboratively in a dynamic, customer-centric environment.
Experience & Education
● Experience: 2–5 years in logistics coordination, last-mile operations, or delivery management, preferably in quick commerce or e-commerce.
● Education: Bachelor's degree or equivalent in any discipline; relevant certifications in logistics are a plus.
Work Environment
● Fast-paced quick commerce setting requiring agility and real-time problem-solving.
● Collaborative role working closely with riders, the Last Mile Head, and operations teams.
Job Type: Full-time
Work Location: In person
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