Control Tower Associate

Jobgether; India; Remote; INR 500,000 - 700,000; Full time

Benefits offered by this job

Medical insurance

Paid leave & holidays

Remote work allowance

Overtime compensation as applicable

Wellness day

Job summary

Jobgether is seeking a Control Tower Associate I based in India to support e-commerce merchants by coordinating fulfillment operations and delivering high-quality customer service. You will work with merchant success teams, warehouse operations, and internal stakeholders to ensure orders, inventory movements, and shipments run smoothly.

The role involves daily monitoring, reporting, and proactive issue resolution, with a US-aligned overnight schedule.

Qualifications

• 1–2 years of experience in account management, sales, customer success, or a related customer-facing role.
• Excellent written and verbal English communication skills, with professional interaction with international customers.
• Proficiency in Word and Excel for operational data handling.
• Familiarity with internet-based systems and quick adaptation to new software.
• Strong organizational skills to manage multiple tasks and priorities.
• Customer-focused mindset with cross-department coordination.

Responsibilities

• Collaborate with merchants and internal teams to deliver operational support and maximize satisfaction.
• Create Warehouse Receiving Orders (WROs) for inbound shipments following procedures.
• Investigate and resolve Unidentified Receiving Orders (UROs) for merchants.
• Create and manage internal and external inventory transfers with accurate documentation.
• Coordinate B2B and FBA orders, including kitting, de-kitting, and packing notes.
• Schedule dock appointments for inbound/outbound shipments using scheduling tools.
• Monitor merchant activity to identify issues and coordinate timely resolutions.
• Handle escalations and day-to-day communications via team channels and email.
• Coordinate with Control Tower to mark orders as shipped after fulfillment.
• Work with ICQA to determine next steps for non-passing inventory.
• Prepare merchant reports using Retool and Power BI.
• Generate bills of lading, shipping labels, and pallet labels accurately.
• Ensure proper documentation and paperwork for shipping.
• Build relationships with Implementation teams to improve service quality.
• Escalate urgent issues promptly to maintain merchant experience.
• Follow food safety policies and compliance; perform other duties as needed.

Skills

Customer service

Attention to detail

English fluency

Problem solving

Time management

Overnight shift

Tools

OpenDock Nova

Retool

Power BI

Microsoft Word

Excel

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Control Tower Associate I based in India.

The Control Tower Associate I will support key e-commerce merchants by coordinating fulfillment operations and delivering responsive, high-quality customer service. Working closely with merchant success teams, warehouse operations, and internal stakeholders, you will help ensure orders, inventory movements, and inbound and outbound shipments run smoothly. You will manage receiving orders, inventory transfers, shipment documentation, and specialized order requests while proactively identifying and resolving operational issues. Through daily monitoring, reporting, and clear communication, you will help maintain accuracy, efficiency, and a positive merchant experience. This remote opportunity is ideal for a detail-oriented professional who enjoys problem-solving, managing competing priorities, and collaborating across teams. The role follows a US-aligned overnight schedule, with opportunities to contribute to a fast-paced, growth-oriented fulfillment environment.

Accountabilities

• Collaborate with merchants, Merchant Success teams, and internal departments to deliver reliable operational support and maximize merchant satisfaction.

• Help merchants create Warehouse Receiving Orders (WROs) for inbound shipments in accordance with operational procedures, including reviewing bills of lading and manufacturer packing slips.

• Investigate and resolve Unidentified Receiving Orders (UROs) on behalf of merchants.

• Create and manage internal and external inventory transfers, ensuring inventory movements are accurately documented and tracked.

• Create, monitor, and coordinate B2B orders, Fulfilled by Amazon (FBA) orders, and work orders involving kitting, de-kitting, case breakdowns, disposal, and donations.

• Schedule dock appointments for inbound and outbound shipments using OpenDock Nova or other applicable scheduling tools.

• Monitor merchant applications daily to identify operational issues, order exceptions, and potential risks, coordinating with the appropriate teams to resolve them promptly.

• Proactively manage questions, escalations, and day-to-day communications through shared team channels and email.

• Coordinate with Control Tower and Success Operations teams to ensure orders are correctly marked as shipped once they leave fulfillment centers.

• Work with Operations and Inventory Control and Quality Assurance (ICQA) teams to determine appropriate next steps for inventory that does not pass quality control.

• Prepare customized merchant reports using available tools, including Retool and Power BI.

• Generate bills of lading, parcel shipping labels, and pallet labels, ensuring documentation is accurate and complete.

• Coordinate with warehouse operations to ensure B2B and retail orders are shipped accurately and on time, with all required products and paperwork in place.

• Build effective working relationships with Implementation teams and internal Operations stakeholders to improve service quality and business outcomes.

• Escalate urgent issues appropriately and promptly, keeping the merchant experience at the center of decision-making.

• Follow all applicable food safety policies, operational procedures, and compliance requirements, and perform additional duties as assigned by the Team Lead or Manager.

Requirements

• 1–2 years of experience in account management, sales, customer success, or a related customer-facing role.

• Excellent written and verbal English communication skills, with the ability to communicate confidently and professionally with international customers and internal teams.

• Proficiency in Microsoft Word and Excel, including the ability to work accurately with spreadsheets and manage operational data.

• Familiarity with internet-based systems and the ability to learn and navigate new software platforms efficiently.

• Strong organizational skills and the ability to manage multiple tasks, competing priorities, and time-sensitive requests while maintaining accuracy.

• Ability to follow established instructions, procedures, and operational protocols consistently.

• A customer-focused mindset, with the ability to build positive relationships, respond constructively to concerns, and coordinate solutions across departments.

• Strong attention to detail when reviewing shipment documents, processing orders, preparing labels, and managing inventory information.

• Proactive problem-solving skills, sound judgment, and the ability to recognize when issues require escalation.

• A collaborative approach and willingness to work closely with cross-functional teams in a fast-paced, performance-driven environment.

• Willingness to work the required overnight shift of 6:30 p.m. to 3:30 a.m. India Standard Time (IST), corresponding to 8:00 a.m. to 5:00 p.m. Central Standard Time (CST), with Saturday and Sunday off. Flexibility to accommodate other shifts in the future may be required based on business needs.

Benefits

• Medical coverage: Medical insurance to support employee healthcare needs.

• Term and accidental insurance: Additional insurance protection.

• Paid leave: 12 days of all-purpose leave covering casual and sick time.

• Earned leave: 15 days of earned leave.

• Public holidays: 12 public holidays.

• Parental benefits: Generous maternity and paternity leave.

• Wellness: A quarterly wellness day to support employee well-being.

• Work-from-home support: A work-from-home allowance for remote employees.

• Remote work: Work from home while based in India.

• Learning and innovation: Access to AI and productivity tools to support efficiency, problem-solving, and continuous improvement.

• Collaborative culture: An environment emphasizing ownership, transparent communication, accountability, continuous learning, and teamwork.