Cross-Border Last-Mile Operations

Department: Logistics / Supply Chain

Location: Gurgaon

Role Summary

We are seeking a highly proactive and detail-oriented professional to oversee our international last-mile delivery network. In this role, you will serve as the primary bridge between our internal operations and our destination-country logistics partners. You will be responsible for ensuring seamless shipment deliveries, resolving operational bottlenecks, managing exceptions, and protecting the company’s bottom line through rigorous shipment-level reconciliation and claims management.

Last-Mile Partner Coordination & Escalation

• Serve as the primary point of contact for international last-mile courier and delivery partners in destination countries.

• Monitor daily partner performance against agreed-upon Service Level Agreements (SLAs) regarding transit times, delivery success rates, and tracking updates.

• Act as the primary escalation point for severe delays, customs holds, or systemic partner failures, ensuring rapid resolution and clear communication to internal stakeholders.

• Conduct periodic performance reviews with external partners to identify friction points and drive continuous improvement in destination-country operations.

Shipment Exception Management (Stuck & Delayed Shipments)

• Actively monitor daily operational dashboards to identify delayed, stalled, or flagged shipments within the last-mile network.

• Initiate proactive follow-ups with local partners for shipments stuck in transit, out for delivery, or awaiting customer action.

• Coordinate with customer service teams to relay accurate delivery timelines and obtain necessary customer information to clear delivery roadblocks (e.g., address corrections, tax IDs).

• Develop and maintain standard operating procedures (SOPs) for handling recurring exception types (e.g., bad address, customer unavailable, customs clearance delays).

Reconciliation, Claims, & Financial Accountability

• Perform rigorous shipment-level reconciliation to track inventory handed over to last-mile partners versus successfully delivered shipments.

• Identify, document, and investigate un-delivered, lost, or damaged shipments.

• Lead the end-to-end claims process with international partners, ensuring all losses are accounted for, filed within strict deadlines, and successfully recovered.

• Collaborate with the internal finance team to ensure partner invoices align with actual delivery volumes and finalized loss claims.

• Experience: [See Leveling Guide Below] in e-commerce logistics, cross-border shipping, supply chain operations, or carrier management.

• Data & Analytical Skills: Advanced proficiency in Microsoft Excel / Google Sheets (VLOOKUP, Pivot Tables). Ability to synthesize large data sets for tracking anomalies and reconciliation.

• Communication: Exceptional written and verbal communication skills required to manage external vendors across different time zones and cultural backgrounds.

• Problem-Solving: High tolerance for ambiguity and a relentless, proactive approach to untangling complex operational issues.

• Systems: Experience with Order Management Systems (OMS), Transport Management Systems (TMS), or logistics aggregation platforms.

If hiring an Associate:

• Experience Requirement: 1–3 years of experience in logistics support or data entry.

• Focus: Execution-heavy. Primarily focused on daily tracking, raising tickets for stuck shipments, and doing the groundwork for data reconciliation. Relies on predefined SOPs.

If hiring a Senior Associate:

• Experience Requirement: 3–5 years of experience in carrier operations or cross-border logistics.

• Focus: Execution + Process refinement. Capable of independently managing claims end-to-end, identifying trends in delayed shipments (e.g., realizing a specific regional hub is failing), and suggesting process improvements.

If hiring a Manager:

• Experience Requirement: 5–8+ years of experience, with direct experience managing external vendor relationships.

• Focus: Strategic + Escalation. Responsible for holding external partners accountable through Monthly/Quarterly Business Reviews (MBR/QBRs). Designs the reconciliation frameworks, negotiates SLA penalties for losses/delays, and acts as the final escalation authority for critical network failures.