Assistant Manager – B2C Operations (Forward & Returns)

Location: North Tauru FC

Department: B2C Operations (E-commerce/D2C Fulfillment)

Role Overview

We are looking for a proactive and detail-oriented B2C Assistant Manager to lead and own the end-to-end B2C operations charter — covering both Forward (outbound order fulfillment) and Returns (reverse logistics) — at North Tauru FC. This role will drive daily execution, team performance, and process compliance across order processing, dispatch, and returns reconciliation, ensuring SLA adherence for a D2C brand operating across major online marketplaces. The candidate will act as the key point of ownership between warehouse operations, logistics partners, customer support, and marketplace/brand teams.

Key Responsibilities

Forward Operations (Outbound)

• Own daily B2C order processing through WMS/OMS platforms (e.g., Unicommerce, Uniware, Logic) from order release to dispatch.
• Monitor and manage order flow across picking, packing, and QC to ensure zero-defect shipments.
• Drive dispatch accuracy and on-time pickups in coordination with logistics partners (Delhivery, Bluedart, Ecom Express, etc.).
• Track and report daily dispatch performance against SLAs; proactively flag and resolve bottlenecks.
• Maintain real-time updates of order and tracking status across shared trackers/systems.

Returns Operations (Reverse Logistics)

• Oversee inwarding, verification, and QC of B2C return shipments as per SOPs.
• Ensure accurate categorization of returns (sellable/non-sellable/damaged) and timely disposition.
• Own return tracker accuracy — status updates, remarks, and supporting evidence (images/notes).
• Coordinate with QC, SPF claims, and inventory teams to close return-linked discrepancies.
• Drive closure of pending return backlogs within defined TAT; minimize aging and exceptions.

Team & Stakeholder Management

• Supervise and guide the B2C forward and returns executive team; allocate daily workload and monitor productivity.
• Act as the primary escalation point for logistics partners, customer support, and marketplace/brand teams (Myntra, Amazon, Flipkart, D2C website, etc.).
• Drive cross-functional coordination with QC, inventory, and finance/claims teams for smooth reconciliation.

Reporting & Compliance

• Prepare and present daily/weekly/monthly MIS on forward dispatch performance and return metrics.
• Ensure full compliance with SLAs, SOPs, and audit requirements across both charters.
• Support internal/external audits, reconciliations, and claims processes.
• Identify process gaps and drive continuous improvement initiatives to enhance TAT and customer satisfaction.

Key Skills

• Strong understanding of B2C e-commerce workflows — both forward fulfillment and reverse logistics
• Hands-on experience with WMS/OMS platforms (Unicommerce, Uniware, Logic, or similar)
• Advanced proficiency in Excel/Google Sheets (pivot tables, trackers, dashboards preferred)
• Strong people management, communication, and stakeholder coordination skills
• High attention to detail with a process-compliance mindset
• Ability to manage multiple priorities in a fast-paced, high-volume FC environment
• Analytical mindset with the ability to translate data into actionable insights

Qualifications

• Graduate in any discipline (Logistics/Supply Chain Management preferred; MBA a plus)
• 6–8 years of experience in B2C warehouse/e-commerce operations, with exposure to both forward and returns processes
• Prior experience managing a team in a D2C brand or marketplace fulfillment environment strongly preferred
• Experience working with marketplaces (Myntra, Amazon, Flipkart) and D2C fulfillment models is a strong plus