Assistant Manager - Logistics

About the Role

At Noise, every return, repair and replacement is part of the customer experience. As Assistant Manager – Logistics (CX), you will own the logistics journey for customer service tickets, from reverse pickup to repair, replacement, refund and dispatch. You will also manage our courier and 3PL partners, making sure they meet their SLAs and that we recover money on lost, damaged or wrongly handled shipments.

What You Will Do

Customer ticket ownership

Own and resolve logistics tickets across all stages: pickup, courier transit, warehouse receipt, testing and dispatch.

Handle exceptions such as failed pickups, wrong product or empty box received, courier delays, RTOs, transit damage and missing accessories.

Track every ticket against its TAT and escalate cases nearing breach before the customer follows up.

Keep customers updated on delayed or escalated cases until closure.

Drive courier, warehouse, QC/testing and CX teams to act on pending cases.

Clear aged tickets and keep the backlog under control through daily follow-ups.

Build and share daily and weekly reports on pending tickets, ageing, RTO rate, repeat tickets and top failure reasons.

Spot patterns by product, channel, pincode or courier and raise them with the relevant teams.

Maintain SOPs and brief CX agents on logistics handling.

Courier partner management, claims and recovery

Be the single point of contact for all courier and 3PL partners on CX shipments.

Run daily escalation calls, weekly performance reviews and monthly business reviews.

Define and document process SLAs with partners and maintain an escalation matrix.

Build monthly partner scorecards on SLA compliance, damage/loss rate, fake pickup/NDR rate and claim settlement.

File and track claims for empty box, wrong product, missing items, transit damage, lost shipments and false deliveries, with a complete evidence pack.

Contest rejected claims with counter-evidence.

Audit courier invoices against rate cards before payment (weights, zones, surcharges, duplicate AWBs, failed pickups billed).

Raise debit notes, reconcile with Finance and close monthly partner reconciliation.

Flag repeat fraud or loss patterns by partner, hub, pincode or rider and drive investigation.

What We Are Looking For

4–7 years in logistics, reverse logistics, supply chain or CX operations (consumer electronics, e-commerce or D2C preferred).

Hands-on experience managing courier/3PL claims, freight bill audit and partner reconciliation (e.g., Delhivery, Blue Dart, Ekart, Xpressbees, Shadowfax, Shiprocket).

Working knowledge of rate cards, volumetric weight, zone matrices, debit/credit notes and basic GST invoicing.

Strong Excel / Google Sheets skills (pivots, lookups, dashboards) and experience building pending-case and ageing reports.

Experience with ticketing or CRM tools such as Freshdesk.

Proven ability to get things done with difficult stakeholders and follow through to closure.

Clear written and verbal communication; calm with upset customers.

Ownership and urgency

you act before things escalate.

Firm and data-driven in partner disputes and SLA reviews.

Comfortable working on-site in Delhi NCR and at the Badshahpur warehouse.

How You Will Be Measured

TAT compliance and backlog ageing

Escalation and repeat-ticket rate

Report accuracy and timeliness

CSAT on logistics tickets

Partner SLA compliance

Claim filing speed and recovery %

Billing errors identified and amount recovered

Pay

₹300,000.00 - ₹700,000.00 per year

Work Location

In person