Job Summary  Own and supervise the end-to-end order fulfillment and customer operations, ensuring accurate order processing, timely delivery, effective customer communication, and high service levels, while managing all frontline operational and customer-facing operations.    Key Responsibilities  1. Fulfillment & Order Operations   Supervise daily order processing for B2B orders.   Supervise order confirmation to validate:   Customer details o Product availability   Delivery timelines & success   Coordinate with logistics partners and internal fleet.   Manage fulfillment escalations and returns.  2. Customer Service Operations (CS)   Handle the inquiries, complaints, and post-order support.   Monitor response time, resolution rate, and customer satisfaction.   Manage inbound and outbound communications:   Website chat   WhatsApp   Call center   Ensure proper routing between sales, and operations.   Maintain scripts and response standards.   Manage telesales activities:   Upselling and cross-selling   Recovering pending or dropped orders   Ensure compliance with approved pricing and offers.  3. Customer Onboarding & Verification   Manage customer onboarding process for service centers: o  Business registration verification   Contact and address validation   Credit and payment method setup (if applicable)   Ensure customers meet platform eligibility criteria.   Coordinate with B2B Sales on onboarding handover.  4. Reporting & Process Improvement   Track operational KPIs and prepare performance reports.   Identify operational gaps and recommend improvements.   Maintain SOPs for all operational workflows.   Support system automation and process optimization.