Supply Chain Operations Associate
Designation: Supply Chain Operations Associate
Qualifications:Under Gradudate
Years of Experience:1 to 3 years
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What would you do? "In our Service Supply Chain business, we leverage a combination of proprietary technology and client systems to develop, execute, and deliver BPaaS (business process as a service) or Managed Service solutions across the service lifecycle: Plan, Deliver, and Recover. In this role, you will partner with business development and act as a Business Subject Matter Expert (SME) to help build resilient solutions that will enhance our clients supply chains and customer experience. We are seeking high autonomy Logistics Dispatch Control Tower Representatives to operate as order level case managers in a fast paced, uptime critical B2B tech repair environment. These individuals will own every order end to end from part identification and courier booking to FE dispatch and onsite arrival, ensuring no SLA is ever missed. This role requires independent decision making, proactive escalation, assertive communication, and the ability to manage logistics workflows with minimal supervision. Success Indicators • High rate of SLA protection (SLA risk rescue) • Reduction in FE-no-parts or Parts-no-FE where applicable • Early escalations preventing service incidents • Accurate case routing and documentation • Ownership demonstrated across entire lifecycle • Positive vendor/courier responsiveness driven by strong agent communication. "
What are we looking for? "• Strong ownership mindset, does not wait for supervision. • Excellent communication, confidence, and problem solving skills. • 3 + years of experience in logistics, dispatch, BPO service delivery, or other high urgency operations. • Ability to handle continuous pressure and multitasking. • Assertiveness when interacting with vendors, couriers, and control tower team. • Ability to work autonomously within a defined SLA framework. • 3+ years of experience supporting B2B dispatch logistics. • Background in IT hardware repair workflows or managed service operations • Strong analytical background "
Roles and Responsibilities: "Order Management & Dispatch • Perform end to end case ownership across parts identification, courier coordination, FE dispatch, and order closure. • Validate corrective parts and ensure proper matching with product and entitlement. • Route field engineers based on availability, skill, location, and SLA constrains. • Monitor cases in real time and proactively intervene on exceptions. Logistics & Control Tower Operations • Coordinate shipments with 3PLs, carriers, FSL hubs, same-day providers, and NFO carriers. • Track ETAs and resolve deviations immediately, escalating those that cannot be resolved. • Leverage fall back plans, including alternate carriers, FE rerouting, or secondary stocking locations. • Maintain accurate case documentation and time stamps. Risk, SLA & Escalation Management • Control the entire order lifecycle with a focus on SLA protection • Detect risks early using ETA variance, vendor responsiveness, lane history, and courier behavior. • Escalate assertively to vendors, couriers, or leaders without hesitation or supervisor direction. Risk Management and Incident Control • Owns SLA pre-breach detection, escalation management, and crisis communication • Runs incident bridges and post mortem reviews with clear corrective action plans. Cross-Functional Collaboration • Work closely with field vendor teams, courier partners, the control tower, and parts planning. • Provide rapid case updates through incident channels or bridge calls as required. • Embody a One-Team Same-Goal approach to cross functional collaboration and support with every action. "
Kolkata
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