Client Success Manager

About Prozo

Prozo 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 Overview We 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 processes

Required 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 handling

What 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