Walk-in || Operations Associate

Job description

**Role & responsibilities:** Inter-City Operations Responsibilities City Team 1. Pre-Pickup & Live Order Follow-ups - Call partners 1 hour before scheduled pickup to confirm on-time arrival. - If Trip Not Started is not marked, call the supervisor/partner to reconfirm ETA. - Update details in the OTA Tracking Form and continue follow-ups until team reaches pickup. - Coordinate with partner/supervisor to resolve issues; if unresolved, escalate to Sr. City POC. 2. Live Orders Closure (Past-Dated / Not Completed) - Track orders not marked completed after service. - Call partners to understand closure delays and assist in completion. - For outstation orders, check current transit status and update customers. - Ensure order is closed at the earliest; escalate to City POC if needed. 3. Dispatch & Warehouse-to-Warehouse Follow-ups (Inter-City) - Call vendor 2 days after pickup to confirm dispatch from source warehouse. - If not dispatched, push for immediate dispatch. - After dispatch, follow up after 34 days (as per route TAT) to confirm arrival at destination warehouse. - If delayed, identify reason, update customer with revised ETD, and continue follow-ups till delivery. 4. OTD (On-Time Delivery) Monitoring - Call partners 2 days before ETD to confirm vehicle has reached destination warehouse. - Validate that delivery will happen within committed timeline. - Flag orders at risk of delay and inform customers proactively with updated ETD. - Continue follow-ups until successful delivery. 5. Salesforce Escalation Handling - Monitor all escalated tickets tagged to City Team. - Work on key issues: Refusal, Delay, Behaviour, Unassigned Orders, Damage, etc. - Coordinate with vendors, supervisors, and customers (if required) for resolution. - Close tickets with clear RCA and resolution comments. - Escalate unresolved cases to City POC. 6. Detractor (Poor Rating) Investigation & Resolution - Track customers who select Poor Service via WhatsApp rating. - Review Salesforce for delays, damage, or operational gaps. - Speak to partner for RCA and call customer to apologise and resolve. - In damage cases, process compensation as per SOP. - If tip was taken, ensure refund to customer; apply penalty if not returned. - Escalate unresolved cases to City POC. 7. Unassigned Orders Handling (Peak Period) - Proactively call customers when orders remain unassigned. - Request time extension or reschedule to next day if required. - Coordinate with supply team to ensure order gets assigned. 8. Mystery Audits (Surprise Field Visits) - Conduct random field audits during peak. - Check packing quality, manpower, behaviour, and SOP adherence. - Capture real customer experience and provide immediate vendor feedback. - Use findings for vendor coaching and performance actions. **Preferred candidate profile:** - 6 months to 1 year of calling or operations experience. - Comfortable with frequent calling and follow-ups. - Clear communication skills in English and local language. - Working knowledge of Google Sheets & Basic understanding of CRM tools (Salesforce). - Ability to work under pressure and manage multiple tasks during peak hours. - Good to Have : Experience in logistics, packers & movers, or city operations. - Prior customer support or operations calling experience