BDO Coordinator: Lucknow

Position Overview

BDO Operations and Customer Service

• Ensure timely shipment acceptance, processing, dispatch, and delivery coordination across BDO locations.
• Monitor operational performance, service commitments, network timelines, and procedures.
• Maintain professional customer service and resolve enquiries, complaints, and service exceptions.
• Ensure accurate booking, documentation, billing, and cash handling processes.
• Monitor customer feedback and service performance to improve customer satisfaction and NPS.

Territory and Site Management

• Coordinate daily shipment movement between BDOs, Service Centres, and Pickup and Delivery Units.
• Visit assigned BDOs to review performance, infrastructure readiness, and service quality.
• Support peak-period planning, seasonal demand management, and network changes.
• Provide operational support to contractual manpower and escalate resource gaps.
• Coordinate resolution of facility, IT, infrastructure, and equipment issues.

Governance and Revenue Controls

• Ensure compliance with operational policies, SOPs, statutory requirements, and security guidelines.
• Conduct operational audits and close audit observations, exceptions, and compliance gaps.
• Monitor shipment handling, documentation, cash management, COD collections, and operational records.
• Drive scanning, documentation, and operational controls to prevent revenue leakage.
• Escalate operational discrepancies, financial irregularities, and process deviations immediately.

Qualifications and Experience

• Graduate degree in any discipline is mandatory.
• Requires 3–5 years of experience in courier, express logistics, transportation, branch operations, or field operations.
• Requires experience in customer-facing operations, shipment processing, operational compliance, and geographically dispersed locations.
• Must be able to work independently while managing multiple stakeholders across assigned territories.
• A degree or certification in logistics, supply chain management, operations management, or business administration is advantageous.
• First-mile, last-mile, service centre, or retail logistics exposure is preferred.

Skills and Capabilities

• Field operations management, customer service, shipment booking, and operational processes.
• Cash handling, revenue assurance, operational compliance, and governance.
• Branch and service centre coordination, operational MIS, and performance reporting.
• Microsoft Office, email, logistics systems, inventory management, and asset management.
• Planning, communication, problem-solving, attention to detail, teamwork, accountability, and continuous improvement.

Travel

• The role requires substantial travel across assigned BDO locations, with the posting indicating 75% travel.