Senior Operations Assistant

About the role

The Senior Operations Assistant will oversee daily last‑mile delivery and vendor operations, ensuring orders are fulfilled on time and shipments are accurately tracked. Working closely with the Operations Assistant Manager, this role monitors performance, resolves issues, and maintains high service standards with 3PL partners.

Key responsibilities

• Manage end‑to‑end last‑mile delivery processes, from order handover to dispatch, tracking, delivery, and returns.
• Coordinate with 3PL partners to guarantee timely pickups, deliveries, and accurate status updates.
• Monitor delivery SLAs, proactively follow up on delayed, pending, or failed deliveries.
• Handle daily delivery exceptions such as unreachable customers, address issues, failed deliveries, delayed shipments, and returns‑to‑origin.
• Liaise with Customer Service, Warehouse, Sellers, and vendors to resolve operational problems.
• Maintain communication and operational follow‑up with 3PL and service vendors.
• Track vendor performance against agreed SLAs and service standards, maintaining records and issue logs.
• Identify recurring vendor or delivery issues, escalating them with recommended actions.
• Prepare daily operational reports covering delivery performance, vendor issues, exceptions, and pending actions.
• Support continuous improvement of delivery efficiency, vendor performance, and customer experience.

Required profile

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, Operations Management or a related field.
• 2–4 years of experience in eCommerce operations, last‑mile delivery, logistics or vendor operations.
• Experience working with 3PL, delivery partners or service vendors.
• Strong understanding of delivery operations, SLA monitoring, shipment tracking and vendor coordination.
• Excellent communication, coordination, follow‑up and problem‑solving abilities.
• Detail‑oriented with the ability to manage multiple daily operational priorities.

Required skills

• Excel
• Google Sheets
• Shopify
• Logistics platforms (experience preferred)