Escalation Executive | Control Tower | Chandigarh

Delhivery; Chandigarh; On-site; INR 420,000 - 620,000; Full time

Job summary

Delhivery, India's leading fulfillment platform, is seeking an Associate for the Control Tower - Escalation in Chandigarh to manage in-transit fleet escalations and ensure on-time truck movement by coordinating with vendors and internal stakeholders.

You will handle real-time escalations, coordinate with drivers, CS, BD, Security and Finance, maintain escalation logs, and ensure adherence to SOPs and SLAs.

Qualifications

• Strong coordination and communication skills.
• Ability to handle high-pressure situations and multiple escalations.
• Good understanding of fleet operations / FTL movement.
• Stakeholder management across functions.
• Problem-solving mindset with ownership approach.
• Basic data tracking and reporting skills (Excel / internal tools).

Responsibilities

• Handle real-time escalations related to FTL fleet operations during transit.
• Coordinate with vendors / drivers / supply team to resolve issues such as delays, breakdowns, route deviations, detentions, disputes or security concerns.
• Ensure on-time delivery commitment to clients by proactive follow-ups and corrective action.
• Act as a single point of contact during critical movements and high-priority escalations.
• Liaise with multiple internal stakeholders including: CS, BD, Security, Finance, Vendor Desk, Supply team.
• Support resolution of vendor disputes related to delays, detention, route changes, or operational deviations.
• Track and update escalation logs, actions taken, and closure status.
• Escalate unresolved or high-risk issues to seniors with clear RCA and next steps.
• Ensure adherence to Delhivery SOPs, SLAs, and compliance standards.

Skills

Coordination

Communication

High-pressure situations

Fleet operations

Stakeholder management

Problem solving

Data tracking

Tools

Excel

Job description

Delhivery is Indias leading fulfillment platform for digital commerce. With its nationwide network extending beyond 18,000 pin codes and 2,500 cities, the company provides a full suite of logistics services such as express parcel transportation, LTL and FTL freight, reverse logistics, cross-border, B2B & B2C warehousing and technology services. Delhivery has successfully fulfilled over 550 million transactions since inception and today works with over 10,000 direct customers, which includes large & small e-commerce participants, SMEs, and over 350 leading enterprises & brands.

Vision

Since its inception in 2011, Delhivery has become India’s leading supply chain services company. Our vision is to become the operating system for commerce in India, through a combination of world-class infrastructure, high- quality logistics operations, cutting-edge engineering, and technology capabilities.

Team

Delhivery was founded in 2011 by Sahil Barua, Mohit Tandon, Bhavesh Manglani, Suraj Saharan, and Kapil Bharati and is now 40,000+ people strong.

Location: Chandigarh

Function: Control Tower - Escalation

Level: Associate

Working Days - 6

Role Objective

To manage in-transit fleet escalations and ensure on-time truck movement by coordinating with vendors and internal stakeholders, minimizing service impact and client escalations.

Key Responsibilities

• Handle real-time escalations related to FTL fleet operations during transit.
• Coordinate with vendors / drivers / supply team to resolve issues such as delays, breakdowns, route deviations, detentions, disputes or security concerns.
• Ensure on-time delivery commitment to clients by proactive follow-ups and corrective action.
• Act as a single point of contact during critical movements and high-priority escalations.
• Liaise with multiple internal stakeholders including: CS, BD, Security, Finance, Vendor Desk, Supply team.
• Support resolution of vendor disputes related to delays, detention, route changes, or operational deviations.
• Track and update escalation logs, actions taken, and closure status.
• Escalate unresolved or high-risk issues to seniors with clear RCA and next steps.
• Ensure adherence to Delhivery SOPs, SLAs, and compliance standards.

Skills & Competencies

• Strong coordination and communication skills
• Ability to handle high-pressure situations and multiple escalations
• Good understanding of fleet operations / FTL movement
• Stakeholder management across functions
• Problem-solving mindset with ownership approach
• Basic data tracking and reporting skills (Excel / internal tools)

Preferred Experience

• 1-3 years of experience in fleet operations, control tower, supply ops, Full truck load or escalation management
• Exposure to logistics / transportation / FTL environment preferred
• Experience in vendor coordination is an added advantage