The Last Mile Coordinator supports the Last Mile Head by managing daily rider allocation, real-time delivery tracking, and exception handling in a fast-paced quick commerce environment. This role ensures smooth last-mile operations, timely order fulfilment, and high customer satisfaction through effective coordination and quick decision-making. The Last Mile Coordinator monitors delivery app data and escalates issues promptly to maintain operational efficiency.
Key Responsibilities
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Order Allocation Monitoring :
Auto Assign orders to riders efficiently to ensure timely deliveries and optimal workload distribution.
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Real-Time Tracking:
Monitor rider performance and delivery progress live using delivery app data.
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Exception Handling:
Address and resolve delivery exceptions (e.g., delays, wrong addresses) within a turnaround time (TAT) of ? 10 minutes.
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Shift Planning:
Manage rider shift schedules to ensure ? 95% attendance and operational continuity.
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Issue Escalation:
Escalate customer or operational issues to the Last Mile Head promptly for swift resolution.
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Data Monitoring:
Track and analyze delivery app data to identify trends, bottlenecks, and areas for improvement.
Key Performance Indicators (KPIs)
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Rider Attendance:
Achieve ? 95% rider attendance for scheduled shifts.
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Order Allocation Accuracy:
Maintain ? 99% accuracy in order-to-rider assignments.
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Exception Handling TAT:
Resolve delivery exceptions within ? 10 minutes.
Skills & Competencies
? Strong communication skills to coordinate with riders and cross-functional teams.
? Quick decision-making and problem-solving abilities in high-pressure situations.
? Proficiency in using delivery management apps and basic data analysis tools.
? Detail-oriented with a focus on maintaining accuracy in fast-paced operations.
? Ability to work collaboratively in a dynamic, customer-centric environment.
Experience & Education
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Experience:
2-5 years in logistics coordination, last-mile operations, or delivery management, preferably in quick commerce or e-commerce.
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Education:
Bachelor's degree or equivalent in any discipline; relevant certifications in logistics are a plus.
Work Environment
? Fast-paced quick commerce setting requiring agility and real-time problem-solving.
? Collaborative role working closely with riders, the Last Mile Head, and operations teams.
Job Type: Full-time
Work Location: In person
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