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