KAM - D2C Freight Operations

This role is for one of the Weekday's clients

Salary range: Rs 500000 - Rs 850000 (ie INR 5-8.5 LPA)

Min Experience: 3 years

Location: Chandigarh, Panchkula, Mohali

JobType: full-time

We are looking for a highly experienced and results-oriented Key Account Manager (KAM) to lead and optimize Direct-to-Consumer (D2C) freight operations. This role requires strong expertise in managing courier partners, resolving first-mile and last-mile escalations, handling client communications, and ensuring seamless coordination across open logistics cases. The ideal candidate will bring deep operational insight into D2C freight, including RTO (Return to Origin) management, returns handling, and delivery TAT monitoring, while leveraging data-driven strategies to enhance efficiency and client satisfaction.

Key Responsibilities:

• Escalation Management: Handle first-mile and last-mile escalations efficiently, ensuring swift resolution and consistent service quality.
• Client Interaction: Serve as the primary client liaison, maintaining strong relationships, addressing issues proactively, and delivering effective solutions.
• Performance Dashboards: Create and manage operational dashboards to monitor, analyze, and improve D2C freight performance.
• Returns & RTO Optimization: Track and enhance return and RTO performance to align with business goals and client expectations.
• Process Understanding: Demonstrate a deep understanding of End-to-End Non-Delivery Report (NDR) flow, resolving weight discrepancies and ensuring operational accuracy.
• NDR Flow Management: Minimize non-delivery instances by analyzing root causes and implementing corrective measures.
• COD Remittance Oversight: Ensure accurate and timely handling of Cash-on-Delivery (COD) remittances.
• Weight Discrepancy Resolution: Identify, investigate, and resolve weight-related discrepancies in the D2C process.

Qualifications & Experience:

• Bachelor’s degree in Logistics, Supply Chain Management, or a related field; a Master’s degree is an advantage.
• Minimum 5 years of experience in D2C freight operations, including at least 2 years in a leadership or account management role.
• Strong understanding of logistics, supply chain processes, and D2C delivery networks.
• Proven ability to build and manage client relationships and handle escalations with professionalism.
• Exceptional analytical, communication, and problem-solving skills.
• Proficiency in Microsoft Excel and other data analysis or visualization tools.
• Experience developing and interpreting performance metrics and KPIs to drive operational improvements.

What We Offer:

• A high-impact role influencing Pan-India logistics operations.
• The opportunity to work in a fast-paced, innovation-driven environment.
• A collaborative culture that values initiative, ownership, and results.
• Career growth opportunities and regular engagement with senior leadership.

Skills:
Key Account Management | Client Relations | Client Engagement | Client Management | Client Escalation Handling