Sr. Executive/AM – Operations (Order Fulfilment)

Westbury Kommerce; Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

Westbury Kommerce in Bengaluru seeks a Sr. Executive/AM – Operations (Order Fulfilment) to manage the day-to-day hyperlocal delivery operations, ensuring orders are picked, dispatched, and delivered within the 4-hour window.

You will coordinate stores, delivery partners, and customers, monitor live statuses, handle escalations, and drive process improvements to improve speed and reliability, with daily performance reporting and cross-functional collaboration.

Qualifications

• Graduate in any discipline (logistics/supply chain preferred).
• 1–3 years in hyperlocal, quick-commerce, or last-mile delivery operations.
• Familiarity with hyperlocal/last-mile partners and delivery workflows.
• Strong coordination and follow-through in a fast-paced, time-sensitive environment.
• Comfort with logistics dashboards, tracking tools, and Excel/reporting.
• Clear communication with internal teams, delivery partners, and customers.

Responsibilities

• Monitor and manage end-to-end hyperlocal orders to ensure delivery within the 4-hour SLA.
• Coordinate pickups and handovers between stores and last-mile delivery partners.
• Track live order status and proactively resolve delays, breaches, and exceptions in real time.
• Liaise with delivery partners on rider availability, allocation, and performance.
• Manage failed deliveries, reattempts, returns, and RTO closures.
• Handle customer escalations related to delivery timelines and coordinate resolutions.
• Maintain daily performance reporting — SLA adherence, on-time delivery %, breach reasons, and pendency.
• Identify recurring bottlenecks and drive process improvements to improve speed and reliability.
• Ensure accurate timestamp capture (pickup, handover, delivery) for reporting and audits.
• Coordinate cross-functionally with CS, warehouse/store, and vendor teams to close open issues.

Skills

Coordination

Communication

Excel

Reporting

Time management

Education

Graduate in any discipline

Tools

Tracking tools

Job description

Westbury Kommerce (Westbury Holdings Pvt Ltd) was set up as an Online Retail Business and Solution provider for Brands, with an end-to-end integrated business solution for B2C eCommerce & Omnichannel. We provide seamless integration of technology, sales, merchandise, operations, and supply chain management to enable brands to manage their eCommerce business – including the brand’s own websites, Omni Channel solutions, retail store integration, and marketplace integration.

Position Title: Sr. Executive/AM – Operations (Order Fulfilment)

Role

Manage the day-to-day execution of the B2C 4-hour hyperlocal delivery operation, ensuring orders are picked, dispatched, and delivered within the committed time window. The role owns on-ground coordination between stores, delivery partners, and customers to protect speed, reliability, and customer experience.

Key Responsibilities

• Monitor and manage end-to-end hyperlocal orders to ensure delivery within the 4-hour SLA.
• Coordinate pickups and handovers between stores and last-mile delivery partners.
• Track live order status and proactively resolve delays, breaches, and exceptions in real time.
• Liaise with delivery partners on rider availability, allocation, and performance.
• Manage failed deliveries, reattempts, returns, and RTO closures.
• Handle customer escalations related to delivery timelines and coordinate resolutions.
• Maintain daily performance reporting — SLA adherence, on-time delivery %, breach reasons, and pendency.
• Identify recurring bottlenecks and drive process improvements to improve speed and reliability.
• Ensure accurate timestamp capture (pickup, handover, delivery) for reporting and audits.
• Coordinate cross-functionally with CS, warehouse/store, and vendor teams to close open issues.

Job Requirements:

• Graduate in any discipline (logistics/supply chain preferred).
• [1–3] years in hyperlocal, quick-commerce, or last-mile delivery operations.
• Familiarity with hyperlocal/last-mile partners and delivery workflows is an advantage.
• Strong coordination and follow-through in a fast-paced, time-sensitive environment.
• Comfort with logistics dashboards, tracking tools, and Excel/reporting.
• Clear communication with internal teams, delivery partners, and customers.