Behind every resolved complaint and timely delivery, women in supply chain roles handle customer experiences, resolve operational challenges, and manage logistics in regions where the terrain itself can be quite demanding.

Ashika Rai and Sunita Kumari Rajak work efficiently behind the scenes while managing everyday challenges. Through their work, they exemplify how women in supply chain roles are building their careers, empowering their families, and driving impact across their communities. Hear from Ashika and Sunita as they share their stories in their own words.

Finding Purpose Through Customer Experience

My name is Ashika Rai. I am 34 years old, and recently joined Flipkart as a customer experience executive, also known as a CX Buddy. I completed my education in Gangtok, where I was born and raised.

Before joining Flipkart, I worked in hospitality at a hotel in Kolkata, West Bengal. My work mostly involved front office responsibilities and handling customer concerns. Later, I moved into film production and worked in client servicing. After my marriage and the birth of my child, I took a break from my career.

And you know, getting back to work was a bit challenging. I did not know where to start. A friend of mine happened to know about this job at Flipkart’s Gangtok hub in Sikkim. I had no idea about how logistics run.

All I knew was from the customer's side, because I was a customer too. So that really intrigued me, and I thought why not? I could use my earlier experience in customer service and learn about how the e-commerce supply chain works.

I had always wanted to step out of my hometown, Gangtok, to gain experience. In Kolkata, I met people from all over the world and learned a lot. But I always wished to come back and do something for my own city.

Flipkart gives me that opportunity. When customers face issues with their orders or pickups and escalate them, the cases come to me. When I am able to provide a resolution and help them, it feels good.

By nature, I am calm and patient. I always try to put myself in the customer’s shoes. Sometimes my calls last 10 or 15 minutes because customers need someone to listen. If I do not listen, then why am I in that chair?

I patiently hear them out, understand the root cause, and provide a resolution. Having empathy makes the job feel lighter.

I have been able to maintain a good work-life balance because of the support from my parents, in-laws, and husband. When I am at work, I give my 100%. When I go home, I focus on my child. That support makes everything possible.

A lot of credit goes to my mother. She always taught me to be independent and financially strong. Even though my husband has a good job, she never allowed me to sit idle. After my child was born, she encouraged me to start looking for work when I was ready. Because of how I was raised, I truly believe it is important for a woman to be financially independent.

I have been at Flipkart for over 5 months and joined during the Big Billion Days sale. I realised how big BBD is when my colleagues measure their tenure by how many BBDs they have I have been able to maintain a good work-life balance because of the support from my parents, in-laws, and husband. When I am at work, I give my 100%. When I go home, I focus on my child. That support makes everything possible.

A lot of credit goes to my mother. She always taught me to be independent and financially strong. Even though my husband has a good job, she never allowed me to sit idle. After my child was born, she encouraged me to start looking for work when I was ready. Because of how I was raised, I truly believe it is important for a woman to be financially independent.

I have been at Flipkart for over 5 months and joined during the Big Billion Days sale. I realised how big BBD is when my colleagues measure their tenure by how many BBDs they have

Powering Flipkart’s Phone Exchange Operations from Siliguri

My name is Sunita Kumari Rajak. I am 32 years old and am currently working as a Prexo (pre-owned exchange) City Manager at Flipkart. I manage the mobile exchange program that Flipkart runs, where customers can replace old phones with new ones.

I was born and brought up in Siliguri, West Bengal. After completing my schooling and higher education here, I did my Master’s in English. I started working in a BPO and became a trainer over time.

I joined Flipkart in October 2023 as a Team Leader in hub operations. With time and experience, I moved into my current role managing phone exchange across North Bengal and Sikkim.

I live with my husband, my in-laws, and my young son. Managing both work and family is not always easy, but I try to maintain balance.

At work, my responsibility is to ensure that the phone exchange runs smoothly. When customers opt for it, their old device has to be properly checked before acceptance. I monitor performance, coordinate with teams, and make sure timelines are met.

Having worked earlier in hub operations, I understand the ground-level challenges that delivery teams face. The regions we manage include forests, tea gardens, and hilly terrain. Deliveries in hillside areas are not simple. There are steep roads, weather challenges, and network connectivity issues. All of this makes operations more complex.

Sometimes, customers are not available when Wishmasters reach the location, which means they have to revisit the address. In some areas, such as army zones or restricted locations, Wishmasters cannot enter directly. They have to coordinate from outside entry points. These small things add up and make the process more demanding.

During sales, our shipment volumes increase significantly, and coordination becomes even more important. Ensuring quality checks and maintaining promised delivery dates requires constant follow-ups.

Despite the challenges, I feel satisfied when operations run smoothly, and customers receive what they expect. That sense of accomplishment motivates me.

Working in Siliguri is meaningful to me because I have seen the city grow. More women are now pursuing education and careers. Growing up with three sisters, I always felt the need to reduce the financial burden on my parents.

My goal is to continue growing professionally so I can support my family and secure my child’s future. With hard work and determination, opportunities do come. I believe women should be independent and follow their dreams.