About the Role
Craft & Glory is a fast-growing, direct-to-consumer heritage brand delivering premium, handcrafted leather footwear. As we continue to scale, we are committed to ensuring a delivery experience that reflects the same level of craftsmanship as our products.
We are seeking a highly driven and detail-oriented E-Commerce Logistics and Shipping Lead to own the complete post-dispatch delivery lifecycle. This role is critical to maintaining our promise of timely, transparent, and exceptional customer service from the moment an order leaves our workshop to the moment it reaches the customer’s door.
Key Responsibilities Delivery Lifecycle Ownership
- Monitor and manage all outbound shipments from dispatch through final delivery
- Oversee real-time exception handling including delays, missed scans, NDRs (Non-Delivery Reports), and RTOs (Return-to-Origin)
- Maintain delivery performance dashboards that provide clear visibility across all milestones
On-Time Dispatch Coordination
Coordinate daily with Operations and Warehouse teams to ensure every order is dispatched within defined SLA timelinesAlign manpower and pickup scheduling with courier partners to prevent dispatch bottlenecksTrack and escalate issues that may impact timely dispatch, including packaging readiness, manifesting, and pickup delaysEnsure dispatch readiness and compliance with delivery-partner documentation and labeling standardsLogistics Partner Management
Serve as the primary operational point of contact for courier and delivery partnersLead daily escalations, ticket resolutions, and SLA alignmentConduct regular site visits to partner hubs to assess delivery operations, rider performance, and complianceCustomer Experience Coordination
Act as the escalation point for delivery-related customer concerns and collaborate closely with Customer Support to resolve issues quicklyEnsure proactive updates to customers when delivery exceptions ariseCreate SOPs and training to improve clarity and responsiveness across customer-facing teamsReverse Logistics & Issue Resolution
Manage returns, exchanges, and reverse-pickup workflows to ensure a seamless customer experienceAnalyze return patterns and delivery bottlenecks to proactively reduce service failuresOperational Excellence & Continuous Improvement
Identify process gaps and lead targeted improvement initiatives across the dispatch-to-delivery pipelinePartner with Technology and Operations teams to enhance software tools, integrations, and tracking automationMaintain documentation of logistics processes, escalation paths, and performance standardsCost & Efficiency Optimization
Track delivery costs and partner performance to support commercial decision-makingRecommend routing strategies and partner allocation improvements to balance cost efficiencies and service levelsReporting & Analytics
Own delivery KPIs including First-Attempt Delivery Success, Transit Time Adherence, NDR %, RTO %, and Delivery Satisfaction ScoresPresent weekly performance insights and corrective action plans to CX and Operations leadership