Assistant Manager - Seller Support Operations

Bill Gosling Outsourcing; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Growth opportunities

Comprehensive training

Team-oriented culture

Diversity & inclusion

Fun workplace

State-of-the-art offices

Job summary

Bill Gosling Outsourcing is seeking a Seller Support AM to drive First Mile efficiency for seller support, bridging the gap between seller expectations and hub execution. The role focuses on identifying why pickups fail and ensuring issues are resolved before sellers contact us.

Responsibilities include coordinating with pickup hubs, solving ground-level problems, reducing seller contacts, and enforcing SLAs to prevent aging shipments.

Qualifications

• 5+ years of experience in First Mile operations (e-commerce, food-tech, courier)
• Able to work a 6-day week in a high-intensity environment
• Proficient with Excel and dashboards to identify hub performance issues
• Local language proficiency to manage ground staff and vendors effectively
• Strong influencing and communication skills

Responsibilities

• Hub Performance Intervention: visit pickup hubs daily to identify un-attempted or failed pickups
• Tactical Problem Solving: resolve ground-level issues
• Contact Deflection: analyze Seller Contact queue and fix top reasons to stop contacts at source
• SLA Enforcement: ensure shipments for pickup are processed within the designated window

Skills

First Mile ops

Excel

Dashboards

Travel readiness

Local language

Soft skills

6-day week

Tools

Dashboards

Job description

Join a Team That's Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We're looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

Seller Support AM will be the primary driver of First Mile efficiency for seller support. Your mission is to bridge the gap between Seller expectations and Hub execution. You are responsible for identifying why pickups fail and ensuring those issues are resolved before the seller has to contact us.

What You'll Do

Reporting to:

Senior Manager - Seller Experience (Flipkart HQ)

Role Summary

You will be the primary driver of First Mile efficiency. Your mission is to bridge the gap between Seller expectations and Hub execution. You are responsible for identifying why pickups fail and ensuring those issues are resolved before the seller has to contact us.

Key Responsibilities

• Hub Performance Intervention: Visit and coordinate with pickup hubs daily to identify "un-attempted" or "failed" pickups.
• Tactical Problem Solving: Resolve ground-level
• Contact Deflection: Proactively analyze the "Seller Contact" queue. Identify the top 5 reasons sellers are calling and implement ground-level fixes to stop those contacts at the source.
• SLA Enforcement: Ensure that every shipment marked for pickup is processed within the designated window, preventing any "aging" of orders.

Performance Scorecard (Quarterly Evaluation)

Your success is measured by the movement of these three dials:

• Contact Reduction - Decrease the % seller support tickets.
• Repeat Contacts - Ensure sellers don't contact repeatedly in a week/month for the same issue
• Pickup Pendency Ageing - Ensure no pickups in the designated hubs have ageing of more than 2 days at any time

Candidate Requirements

• Experience: 5+ years of experience in First Mile operations (preferably in E-commerce, Food-tech, or Courier Express).
• Execution Focus: Proven ability to work a 6-day week in a high-intensity environment.
• Analytical Skills: Ability to use Excel/Dashboards to identify which specific hubs are failing and why.
• Local Language: Proficiency in the local language of the region is highly preferred to manage ground staff and vendors effectively.
• Soft Skills: Ability to influence without authority is high desired
• Open To Travel - You should be able to travel to different locations within the city for seller/hub visits.
• 6 Days per Week (On-field/Hub-based as required)

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you're equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you'll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people's lives!

Get to Know Us Better!

Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work! Twitter & Instagram: bgocareers Facebook: Bill Gosling Outsourcing LinkedIn: Bill Gosling Outsourcing Website - https://www.billgosling.com/careers

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here.

If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need - just let us know.

Bill Gosling Outsourcing - Where your career thrives!