Operations Executive

About us:

Swift is building a next generation checkout and fulfillment service for India - a platform rolling up payments and logistics solution for all fulfillment needs. We give businesses the opportunity to provide a customer experience at par with the likes of Amazon and Flipkart, all the while saving money and time. Think of us like Amazon without the website listing - we let our sellers design their own sales channel.

We believe there are many things a seller or small business has to worry about when selling online, logistics/payments etc. shouldn't be one of them. With our solution, SMBs and D2C brands get access to technologies and services like next day delivery, same day delivery, live package tracking, Card/Cash on delivery, scheduled delivery etc., making parcel delivery just as simple as collecting payment.

We want to be the #1 checkout platform that is reliable, easy to use and affordable.

Responsibilities:

The primary responsibility of the role is to interface with our 3PL vendors/delivery partners. You would be our point person for all communication with vendor partners, helping us get the best out of our 3PL partners. The candidate is responsible for following up and closing out every-day escalations and ensure SLA adherence at a macro-level. Some of the responsibilities would be as follows-
• Monitor and ensure adherence of operational health and courier performance metrics
• Liaise with account management teams and courier partners to ensure customer escalations are resolved quickly and smoothly
• Carry out weekly/bi-Weekly reconciliation to identify SLA breaches and ensure timely closures on the same.
• Prepare performance reports and be a part of business partnership calls with vendors to optimize cost, SLA performance and load diversion

Requirements

We are on the lookout for motivated and driven people who can work without supervision and take initiative. The candidate has to fulfill the following criteria:
• Excellent communication and writing skills. Proficiency in MS Excel is a plus.
• Problem Solving and Handling multiple stressful & complicated situations.
• Exposure to Freshdesk or similar ticket management solution.
• Ability to stay calm under pressure and handle customer escalations with empathy.
• Experience working in either one of the customer support or vendor operations.
• Ability to listen and resolve conflicts with a high level of ownership.

Key Takeaways
• You to be a part of a small, but a super capable team.
• The opportunity to work closely with management to define, scope, estimate and plan various aspects of the operations process.
• As a part of a young start-up you will be involved in both high and low-level decision making with high degree of ownership.