Logistics Executive

Location: Delhi DC, Bhaproda

Role Purpose

To ensure seamless customer order fulfilment and service delivery from the DLGH DC by coordinating with Customer Development, Planning, Inventory, Transporters and Warehouse Operations teams. The role will drive high service levels, appointment adherence, issue resolution, order execution and customer satisfaction while supporting efficient and compliant warehouse operations.

Key Responsibilities:

Order Management & Customer Service

• Execute customer orders in line with agreed service levels and business priorities.

• Monitor order processing, allocation, dispatch planning and delivery execution.

• Coordinate with Customer Development, Planning and Logistics teams to ensure timely fulfilment.

• Manage customer queries related to orders, shortages, damages, PODs, invoices and deliveries.

• Ensure proactive communication on service risks and recovery plans.

Dispatch & Service Excellence

• Track dispatches against committed timelines and customer appointments.

• Monitor OLA, OSA, Fill Rate, OTIF and Delivery Service Levels.

• Coordinate with transporters for on-time vehicle placement and dispatch execution.

• Ensure adherence to Modern Trade and Key Account delivery requirements.

• Drive timely closure of customer complaints and claims.

POD & Claims Management

• Follow up on POD collection and reconciliation.

• Coordinate closure of POD-related disputes, customer deductions, shortages and damages.

• Support CNCC/PNCC collection and claims documentation, where applicable.

• Ensure accurate documentation and timely closure of service tickets.

Inventory & Warehouse Coordination

• Work closely with inventory and operations teams to ensure stock availability and order readiness.

• Track ageing, blocked stock, short shelf-life inventory and customer allocations.

• Support inventory accuracy initiatives through regular reconciliation and issue escalation.

• Coordinate execution of priority orders and urgent customer requirements.

Mechanised DC Operations Support

• Coordinate with warehouse teams for efficient MHE-based picking and loading operations.

• Ensure adherence to dispatch schedules and dock planning.

• Support productivity and throughput improvement initiatives.

• Monitor operational bottlenecks affecting customer service and drive corrective actions.

Reporting & Analytics

• Publish daily and weekly service dashboards.

• Analyse service failures, detention, order fulfilment gaps and customer complaints.

• Generate actionable insights for continuous improvement.

• Maintain accurate records, trackers and service MIS.

Stakeholder Management

• Act as the primary coordination point between Customer Development, Planning, Warehouse Operations, Finance and Transport partners.

• Build strong working relationships with customers and internal stakeholders.

• Lead service review discussions and support customer audits when required.

Key Performance Indicators (KPIs)

KPI Area

• Customer Service OTIF; Fill Rate; Appointment Adherence; Customer Complaint Closure TAT; Claim Resolution TAT

• Operational Excellence Dispatch Adherence; POD Closure %; Documentation Accuracy; Service Failure Reduction; Order Processing Accuracy

• Warehouse Support Vehicle Turnaround Time (TAT); Loading Adherence; Order Readiness Compliance; Inventory Accuracy Support

Qualifications & Experience

• Graduate in Supply Chain, Commerce, Business Administration, Logistics or a related discipline; MBA/PGDM in Supply Chain preferred.

• 2-5 years of experience in Customer Service, Logistics Operations, Warehouse Operations or Supply Chain.

• Experience in FMCG, Modern Trade, Distribution or Warehouse Operations preferred.

• Exposure to mechanised warehouse operations and ERP systems will be an added advantage.

Key Skills & Competencies

Functional Skills

• Order Management

• Customer Service Operations

• Logistics & Distribution

• POD Reconciliation

• Inventory Management

• Supply Chain Analytics

• ERP/SAP Knowledge

• Advanced Excel & MIS Reporting

Behavioural Competencies

• Customer Centricity

• Stakeholder Management

• Problem Solving

• Execution Excellence

• Attention to Detail

• Ownership & Accountability

• Cross-functional Collaboration

• Continuous Improvement Mindset

Our commitment to Equality, Diversity & Inclusion

Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

Note: "All official offers from Unilever are issued only via our Applicant Tracking System (ATS). Offers from individuals or unofficial sources may be fraudulent—please verify before proceeding."