Role Overview
We're a fast-growing D2C e-commerce brand and we're looking for an E-commerce Logistics & Fulfilment Manager to own end-to-end fulfilment operations. You'll manage Shiprocket shipments, our website order dashboard, courier partner performance, inventory visibility, packaging/dispatch accuracy, and the daily output of packers/warehouse staff.
Your goal is simple: ship fast, ship accurately, minimise RTO/NDR, prevent stock issues, and keep fulfilment costs under control.
Key Responsibilities
1) Order Processing & Dispatch (Daily Operations)
- Monitor website order dashboard and Shiprocket panel throughout the day.
- Ensure same-day/next-day dispatch adherence as per SLAs.
- Allocate courier partners intelligently (cost, delivery speed, RTO risk, serviceability).
- Ensure correct label generation, invoice printing, AWB assignment, and manifest closure.
- Maintain zero-discrepancy processes for order-to-packet mapping (barcode/scan checks if applicable).
2) Shiprocket & Courier Partner Management
- Manage all Shiprocket workflows: pickups, weight disputes, NDR, RTO, tracking escalations, claims.
- Coordinate with courier partner KAMs (Delhivery/Ecom/Blue Dart/XpressBees etc. as applicable).
- Track and improve:
- Pickup success rate
- Dispatch TAT
- Delivery TAT
- NDR to RTO conversion
- RTO %
- Lost/damaged %
- Weight discrepancy charges
- Escalate chronic issues, negotiate rates, and optimise courier allocation rules.
3) NDR, RTO & Returns Control
- Own NDR process end-to-end with customer support team: reattempt planning, address validation, calling/WhatsApp workflows.
- Reduce RTO through operational controls (address checks, pincode risk rules, prepaid push, packaging accuracy).
- Manage returns intake, QC, restocking, and reconciliation.
4) Inventory & Stock Visibility
- Maintain accurate stock levels across:
- Warehouse physical stock
- Shiprocket inventory (if used)
- Website inventory (Shopify/WooCommerce/custom panel)
- Ensure proper inwarding, batch tracking where required, cycle counts, and shrinkage control.
- Prevent stock-outs and overselling via reorder alerts and accurate daily stock updates.
5) Warehouse, Packers & Packaging Quality
- Supervise packers/warehouse staff and enforce SOPs (packing, sealing, inserts, fragile handling).
- Ensure packaging meets brand standard and reduces leakage/breakage/damage.
- Maintain daily productivity targets: orders packed per hour, error rate, rework rate.
- Train team on new SKUs, bundles, and promo inserts.
6) Reporting, Controls & Process Improvement
- Publish a daily operations report covering:
- Orders received vs shipped
- Pending backlog + reasons
- Courier split and costs
- NDR/RTO status
- Inventory exceptions
- Key issues/escalations
- Create SOPs and checklists to reduce errors and make fulfilment scalable.
- Coordinate with marketing for sale days/launches to plan manpower, packaging material, and dispatch volume.
Skills & Experience Required
- 26+ years experience in D2C e-commerce logistics/fulfilment.
- Strong hands-on experience with Shiprocket, Delhivery, Bluedart, etc (panel operations, NDR/RTO, weight disputes, claims).
- Experience managing courier partners + warehouse/packers.
- Comfortable with dashboards and order systems (Shopify/WooCommerce/custom admin panels).
- Strong Excel/Google Sheets skills for tracking and reporting.
- Operational mindset: disciplined, process-driven, high attention to detail.
