Escalation Executive || Control Tower || Chandigarh

Job description

Delhivery is Indias leading fulfillment platform for digital commerce. With its nationwide network extending beyond 18,000 pin codes and 2,500 cities, the company provides a full suite of logistics services such as express parcel transportation, LTL and FTL freight, reverse logistics, cross-border, B2B & B2C warehousing and technology services. Delhivery has successfully fulfilled over 550 million transactions since inception and today works with over 10,000 direct customers, which includes large & small e-commerce participants, SMEs, and over 350 leading enterprises & brands. Vision- Since its inception in 2011, Delhivery has become India’s leading supply chain services company. Our vision is to become the operating system for commerce in India, through a combination of world-class infrastructure, high- quality logistics operations, cutting-edge engineering, and technology capabilities. Team- Delhivery was founded in 2011 by Sahil Barua, Mohit Tandon, Bhavesh Manglani, Suraj Saharan, and Kapil Bharati and is now 40,000+ people strong. Location: Chandigarh Function: Control Tower - Escalation Level: Associate Working Days - 6 Role Objective : To manage in-transit fleet escalations and ensure on-time truck movement by coordinating with vendors and internal stakeholders, minimizing service impact and client escalations. Key Responsibilities : • Handle real-time escalations related to FTL fleet operations during transit. • Coordinate with vendors / drivers / supply team to resolve issues such as delays, breakdowns, route deviations, detentions, disputes or security concerns. • Ensure on-time delivery commitment to clients by proactive follow-ups and corrective action. • Act as a single point of contact during critical movements and high-priority escalations. • Liaise with multiple internal stakeholders including: CS, BD, Security, Finance, Vendor Desk, Supply team. • Support resolution of vendor disputes related to delays, detention, route changes, or operational deviations. • Track and update escalation logs, actions taken, and closure status. • Escalate unresolved or high-risk issues to seniors with clear RCA and next steps. • Ensure adherence to Delhivery SOPs, SLAs, and compliance standards. Skills & Competencies : • Strong coordination and communication skills • Ability to handle high-pressure situations and multiple escalations • Good understanding of fleet operations / FTL movement • Stakeholder management across functions • Problem-solving mindset with ownership approach • Basic data tracking and reporting skills (Excel / internal tools) Preferred Experience : • 1-3 years of experience in fleet operations, control tower, supply ops, Full truck load or escalation management • Exposure to logistics / transportation / FTL environment preferred • Experience in vendor coordination is an added advantage