Key Account Manager

About Prozo

Prozo is an integrated supply chain company transforming fulfillment across India. With a pan-India warehousing and freight network powered by an end-to-end supply chain tech stack and control tower, Prozo delivers enterprise-grade fulfillment solutions on a pay-per-use modeloften referred to as the AWS of Supply Chain.

We serve D2C brands, mid-market SMEs, and large enterprises through:

• Prozo Fulfillment Network (PFN)
• Prozo Logistics Network (PLN)
• Prozo Warehousing & Logistics Platform (PWLP)

With 35+ tech-enabled warehouses (1.7 Mn sq ft) and delivery coverage across 20,000+ pin codes, Prozo ensures seamless B2B, B2C, and D2C fulfillment.

Role Overview

We are looking for an experienced Key Account Manager D2C Freight Operations to manage and optimize D2C logistics operations. This role involves handling courier partner performance, first-mile & last-mile escalations, client management, RTO/returns performance, and data-driven operational improvements.

This is a high-impact, client-facing role requiring strong operational understanding and analytical skills.

Key Responsibilities

• Manage first-mile & last-mile escalations and ensure timely resolution
• Act as the primary SPOC for D2C clients, ensuring strong relationships
• Coordinate with courier partners to close open operational cases
• Track and improve delivery TAT, returns & RTO performance
• Build and maintain performance dashboards & MIS reports
• Handle weight discrepancy resolution and related escalations
• Understand and manage end-to-end NDR flow
• Maintain working knowledge of COD remittance processes

Required Experience & Skills

• Bachelor's degree in Logistics / Supply Chain / related field
• 5+ years of experience in D2C freight or logistics operations
• Strong exposure to courier management & client-facing roles
• Excellent analytical, problem-solving & communication skills
• Strong command over Excel & performance metrics (KPIs)
• Experience in RTO, NDR, weight disputes & escalation handling

What We Offer

• High-ownership role with pan-India operational exposure
• Opportunity to work with a fast-growing supply chain tech company
• Direct interaction with senior leadership
• Collaborative & growth-driven work culture