Company Description Lightyears Health is a fast-growing D2C nutraceutical brand selling across Blinkit, Amazon, Flipkart, Shopify, and a clinician/B2B channel. Quick-commerce (Blinkit) is a large and growing part of our business, with the tight replenishment and SLA demands that come with it. As we scale, reliable and cost-efficient fulfillment is central to our customer experience and our margins. We're looking for an owner — someone who treats the warehouse and the last mile as their personal P&L.
Role Description The E-commerce Fulfillment Lead is a full-time, on-site role based in Gurugram. This role oversees day-to-day order processing, including picking, packing, labeling, and dispatching orders accurately and on time across marketplaces and direct-to-consumer channels. The person in this position will manage inventory levels, coordinate with warehouse and logistics partners, and ensure stock is updated across e-commerce platforms. They will monitor order queues, resolve exceptions or delays, and work closely with customer service to address delivery-related issues. The E-commerce Fulfillment Lead will track key fulfillment metrics, identify process improvements, and support smooth handoffs between operations, sales, and customer support teams.
Order Fulfillment
- Ensure all orders are picked, packed, and dispatched from the warehouse within defined SLAs across every channel (marketplace, quick-commerce, and own website).
- Manage Blinkit quick-commerce fulfillment — timely dark-store/warehouse replenishment, inward norms, and adherence to tight quick-commerce SLAs and packaging/labeling requirements.
- Monitor daily order queues and proactively clear backlogs, breaches, and exceptions before they affect the customer.
- Maintain dispatch accuracy (right product, right quantity, right batch) and minimize mis-ships and damages.
Logistics Partner Coordination
- Manage relationships with courier and 3PL partners — onboarding, rate negotiation, pickup scheduling, and performance reviews.
- Allocate orders across couriers by zone, cost, and SLA performance to optimize delivery speed and shipping spend.
- Track carrier performance (delivery TAT, RTO %, damage/loss rates) and hold partners accountable against agreed SLAs.
NDR, RTO & Returns Management
- Own the non-delivery report (NDR) workflow: rapid follow-up, customer re-confirmation, and re-attempt scheduling.
- Drive down RTO through COD verification, address/pincode validation, repeat-RTO customer controls, and courier-level interventions.
- Track and manage returns end-to-end (RTO and customer returns/RTV) — receipt, inspection, restocking or write-off decisions, and reconciliation against marketplace/courier claims.
- Analyze RTO and return root causes and implement systemic fixes; report on RTO/RTV trends and cost impact.
Warehouse Management & 3P Warehouse Setup
- Take full charge of warehouse operations — upkeep, maintenance, safety, hygiene, and layout efficiency.
- Run regular inventory checks and cycle counts; maintain inventory accuracy and investigate and resolve discrepancies.
- Operate and maintain the Warehouse Management System (WMS) / OMS, ensuring stock, orders, and dispatches are accurately reflected across all channels.
- Manage inward (GRN) and outward stock flows, batch/expiry tracking, and FEFO discipline (critical for nutraceutical SKUs).
- Setup and manage third-party warehouses across India in high order density locations.
Team Leadership
- Lead, schedule, and supervise the warehouse team (1 warehouse manager and 4–5 pick-packers), setting daily targets and ensuring coverage.
- Train the team on SOPs, accuracy, and safety; manage productivity and performance.
Peak & Sale-Event Readiness
- Plan and execute fulfillment for high-volume periods — marketplace sale events (Big Billion Days, Great Indian Festival), quick-commerce spikes, and own-channel promotions.
- Forecast manpower, packaging, and inventory needs ahead of peaks and coordinate with logistics partners for capacity.
Qualifications
- Commerce and basic operations knowledge to manage e-commerce order flows, inventory, and coordination with logistics partners.
- Strong analytical skills to track fulfillment metrics, identify bottlenecks, and improve accuracy and turnaround times.
- Effective communication skills to collaborate with internal teams, vendors, and logistics partners, and to document processes clearly.
- Customer service orientation to handle order issues, returns, and delivery escalations with professionalism and empathy.
- Comfort supporting sales objectives by aligning fulfillment operations with promotions, peak periods, and channel-specific requirements.
- Experience in e-commerce, D2C, or warehouse/fulfillment operations preferred.
- Proficiency with order management systems, e-commerce dashboards, and basic spreadsheets or reporting tools.
- Bachelor's degree in business, commerce, supply chain, or a related field, or equivalent practical experience.
- Ability to work on-site in Mumbai, manage time effectively, and lead or guide junior team members where required.
