Ajit Murkar

B2C / D2C Fulfillment (20,000+ Shipments/Day) NDR / NPR & Customer Experience COD, Claims & Reconciliation B2B & Inter-Facility Logistics Same Day / Next Day Delivery (SDD/NDD) Expansion Key Metrics Owned

• Managing ~14,000 courier shipments/day across Delhivery, Bluedart, Xpressbees, ensuring SLA adherence and cost efficiency.
• Handling ~6,000 SDD/NDD orders/day via own fleet (25%) and aggregators (Shiprocket, hyperlocal partners).
• Own pickup alignment for 19 warehouses, including cut-off optimization, order allocation accuracy, late pickups, and self-drop models.
• Extended pickup cut-offs up to 9–10 PM in select cities, improving same-day dispatch and customer promise adherence.
• Driving real-time in-transit tracking to proactively manage non-moving shipments, delay risks, and SLA breaches.
• Coordinating with courier partners for promised date revisions and seamless CSR communication.
• Leading a dedicated NDR/NPR operations team with daily performance tracking.
• Managing resolutions via DMS, WhatsApp, IVR, and courier follow-ups.
• Consistently improving delivery success rate while reducing RTO costs.
• End-to-end ownership of COD reconciliation, shipment tracking, and CN/DN closure.
• Built strong SOPs ensuring zero revenue leakage on loss, damage, and SLA breach claims.
• Managing claims, chargebacks, and COF recoveries within defined timelines.
• Managing B2B movements across Vendor → FC (50%), FC → FC/WH (45%), and internal transfers (5%).
• Ensuring timely pickups, line-haul tracking, and delivery closures across all legs.
• Handling loss/damage cases, CN/DN & COF recovery; improving inventory movement visibility.
• Core contributor to company-wide SDD/NDD expansion initiative.
• Launched new lanes including SDD: Mira Bhayander, Kalyan–Dombivli and NDD: Kanpur from Lucknow hub.
• Managing 380+ bikers pan-India, focusing on operational stability, rider productivity, and cost optimization.
• Built daily dashboards tracking SLA, delivery success %, cost/order, and utilization.
• OTIF / SLA % | Cost per Shipment | RTO & NDR % | Pickup Pendency
• In-Transit Aging | COD Realization Cycle | SDD/NDD Success Rate

• Worked on project where wellness is bringing India's first Hyperlocal MFM driven platform which can make super-fast inventory fulfilment decisions & handle trinity of aggregators, Fulfilment partners in a totally seamless & transparent fashion.
• Worked on developing Delivery platform for the organization which have ability to handle both Hyperlocal & Courier logistic partners & internal Delivery executives.
• Handling marketplace business modules like Amazon / Kiranakart / Dunzo etc.
• Other than Merchandise flow management & Delivery management system we worked closely on OMS, CRM, ERP & Accounting module for the new platform.
• Developed Delivery Organization within system where currently working with 5 hyper local logistic vendors & 3 courier partners & other than this having close to 120 internal Delivery Executives in 3 states Maharashtra, Goa & Karnataka.
• Handling P & L part for logistics.
• Co-ordination with Customer support team for handling escalations.
• Data Analysis.( Tracking Customer Journey / Per Order Cost / Efficiency )
• Strategize and Execute central initiatives as well as contribute with ideas for effectively scaling up the operations.
• In the time on Lockdown we manage to setup small Darkstore in less than 7 days at Thane from where deliveries happening for Mumbai & Pune location. (Done 50 Lac of Additional sale in month of May 2020)
• Handling team of 160 (5 Team leaders & 145 Bikers).
• Build and implement SOPs. Manage workflow and day to day operations.

• Project level work to setup Hub in Mumbai.
• Monitor the performance metrics of different reporting teams and take necessary actions to improve the same.
• Responsible for smooth delivery operations, meeting promised ETA.
• Analysing bottleneck & find out long term solutions for same.
• Handling warehouse operation - Inventory management, P N L.
• Recruit, train & develop delivery team.
• Was handling team of 45 team members.
• Handling customer complaints.
• Manage to reduce delivery cost from 80 Rs to 53 Rs / Order.

• Project level work for setting Dark store in Thane.
• Leading Hub operations for Thane Dark store with the team size of 45 Employees.
• Responsible for smooth delivery operation within 90 minutes.
• Shown consistence performance with respect to On time delivery & CEE efficiency.
• Data Analysis.
• Ensure compliance in hub operations and logistics in all areas.
• Training, supervising and appraising staff.
• Ensure the warehouse operates at peak efficiency, with customer satisfaction being the primary goal, by supervising, organizing, directing, and training warehouse employees and establishing, monitoring, and managing operation goals.
• Maintains good relation with all Specialty vendors.