ob Description: Job Summary

•  Key enabler function for fulfilment of client requirements and ensure accurate and timely customer delivery

•  Key information provider and builder of the Logistics proposition of the business 

•  Key intelligence provider in B2B marketplace for overall development of HAL proposition

Key Responsibilities

•  Monitor daily order fulfilment from confirmation through the full journey dispatch, delivery, failed delivery 

•  Coordinate with sellers, logistics partners and internal teams to ensure timely order handover, routing and delivery

•  Support order routing and fleet type selection based on order size, location, capacity, type of goods and delivery constraints.

•  Track delayed, failed, cancelled, partially fulfilled or exception orders and follow up until resolution

•  Maintain accurate order statuses, fulfilment trackers and operational reports across systems, portals or manual trackers

•  Coordinate with customer support on delivery complaints, missing items, damaged goods, failed deliveries and returns 

•  Escalate recurring fulfilment issues, SLA breaches, logistics delays, seller non-compliance or process gaps to the operations head

•  Provide insights about the modus operandi of the marketplace, identify risks, gaps and help enrich our marketplace offering and control infrastructure

•  Run the Fulfilment Operations and Contact centre processes from order placement to delivery/return and refund. 

•  Optimise manual processes with appropriate system developments and better synergies with the logistic partner platforms