Key Account Manager

About ProzoProzo is an integrated supply chain company transforming fulfillment across India. With a pan-India warehousing and freight network powered by an end-to-end supply chain tech stack and control tower, Prozo delivers enterprise-grade fulfillment solutions on a pay-per-use model—often referred to as the “AWS of Supply Chain.”We serve D2C brands, mid-market SMEs, and large enterprises through:- Prozo Fulfillment Network (PFN) - Prozo Logistics Network (PLN) - Prozo Warehousing & Logistics Platform (PWLP)With 35+ tech-enabled warehouses (~1.7 Mn sq ft) and delivery coverage across 20,000+ pin codes, Prozo ensures seamless B2B, B2C, and D2C fulfillment.Role OverviewWe are looking for an experienced Key Account Manager – D2C Freight Operations to manage and optimize D2C logistics operations. This role involves handling courier partner performance, first-mile & last-mile escalations, client management, RTO/returns performance, and data-driven operational improvements.This is a high-impact, client-facing role requiring strong operational understanding and analytical skills.Key Responsibilities- Manage first-mile & last-mile escalations and ensure timely resolution - Act as the primary SPOC for D2C clients, ensuring strong relationships - Coordinate with courier partners to close open operational cases - Track and improve delivery TAT, returns & RTO performance - Build and maintain performance dashboards & MIS reports - Handle weight discrepancy resolution and related escalations - Understand and manage end-to-end NDR flow - Maintain working knowledge of COD remittance processesRequired Experience & Skills- Bachelor’s degree in Logistics / Supply Chain / related field - 5+ years of experience in D2C freight or logistics operations - Strong exposure to courier management & client-facing roles - Excellent analytical, problem-solving & communication skills - Strong command over Excel & performance metrics (KPIs) - Experience in RTO, NDR, weight disputes & escalation handlingWhat We Offer- High-ownership role with pan-India operational exposure - Opportunity to work with a fast-growing supply chain tech company - Direct interaction with senior leadership - Collaborative & growth-driven work culture

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