Amazon has one of the largest & most trusted shipping networks in India (ATS). We want to extend the benefits of these shipping services to D2C brands and SMBs for their own business to help them serve their customers better & in turn grow their business. This role will be responsible for providing operational and analytical support to the regional sales team by managing escalations, monitoring performance metrics, and ensuring smooth execution of account management activities.

We are seeking a street-smart, result-oriented candidate with demonstrated B2B/SME sales, account management, or operations experience, preferably from the shipping & logistics industry. Candidate should be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities and changing landscapes. One should be collaborative, but equally data-driven and analytical. The individual should constantly strive to expand our understanding of the metrics and industry.

You will work closely with the regional sales team to ensure business continuity, resolve escalations, track and improve performance metrics, and enable the team to focus on revenue-driving activities. Additionally, you will be responsible for maintaining positive shipper relations by managing critical operational levers and supporting the team with data-driven insights.

Key job responsibilities
• Own and resolve shipper and internal escalations using established procedures and documentation; determine when to escalate issues beyond standard processes and provide clear context with recommended solutions

• Track, analyze, and report on regional sales team performance metrics including shipment volume, revenue, hygiene parameters, claims, receivables, and operational SLAs; identify variances and drive corrective actions

• Deliver actionable insights to the regional sales team through data analysis, trend identification, and performance reporting that enable data-driven decision making and improve team metrics

• Drive operational excellence by monitoring key business parameters (operations, claims, Delivery Success) and implementing corrective actions to maintain shipper satisfaction and business health

• Partner with Operations, Claims, Finance, and Product teams to troubleshoot issues, remove blockers, and deliver seamless shipper experience

• Execute standard operating procedures and identify opportunities to optimize processes for scalability; implement improvements that increase efficiency

• Communicate operational updates, performance results, and issue resolutions to shippers with clarity and professionalism across all channels

• Contribute to team meetings with data-backed insights and recommendations; support meeting facilitation as required

• Deliver presentations on performance trends, insights, and improvement recommendations to leadership

• Maintain accurate and comprehensive documentation in all systems (ticketing tools, LMR, tracking systems) to ensure visibility and knowledge sharing