Associate - NDR Management

Role Objective

Key Responsibilities

• Monitor NDR shipments multiple times during the day across all courier partners and ensure every actionable shipment is attended within defined TAT.
• Aggressively track courier-wise NDR performance, ageing, reattempts, delivery conversion, and RTO movement and immediately highlight any deterioration.
• Ensure no courier-performance leakage is left unattended. Every missed attempt, delayed reattempt, incorrect status, or operational gap must be identified, questioned, and closed with the courier partner.
• Maintain strict follow-up with courier SPOCs for reattempts, address corrections, customer callbacks, escalations, and ageing NDR cases until final closure.
• Challenge and escalate cases involving fake delivery attempts, false customer-unavailable remarks, premature RTO movement, incorrect NDR remarks, or shipments closed without appropriate attempts.
• Push courier partners for immediate corrective actions whenever performance drops below agreed benchmarks or SLAs.
• Track commitments provided by courier partners and ensure actions are completed within committed timelines.
• Escalate repeated non-compliance, delayed actions, or unresolved cases to the Logistics Lead with supporting shipment-level data.
• Maintain a daily courier-wise NDR performance tracker/scorecard covering conversion, reattempt success, ageing, RTO, fake attempts, and pending actions.
• Identify courier partners, hubs, pincodes, or delivery centers consistently showing poor performance and initiate corrective action.
• Ensure every courier escalation has a clear owner, committed action, closure date, and verified outcome.
• Do not consider a case closed merely because an escalation has been raised; closure means the required action has actually been completed.
• Coordinate closely with the Customer Support team for cases requiring customer confirmation, address correction, alternate contact details, delivery preference, refusal validation, or reattempt confirmation.
• Share clear and timely shipment-level feedback with Customer Support for all cases requiring customer intervention.
• Ensure Customer Support closes pending customer-side actions within agreed TAT and shares actionable remarks back with the Logistics/NDR team.
• Track cases where Customer Support delays or incomplete customer closures are contributing to NDR ageing or RTO.
• Contact customers directly wherever required through calls, WhatsApp, SMS, or available communication channels.
• Verify and correct customer information such as address, landmark, phone number, preferred delivery date, and availability.
• Update customer responses and requested actions accurately on the relevant NDR/courier platform.
• Prioritize high-value, prepaid, repeat-NDR, high-risk, and ageing shipments to minimize revenue loss.

Skills Required

• Strong ownership and follow-up mindset.
• Ability to firmly drive courier and internal teams toward closure.
• Good verbal and written communication skills in Hindi and English.
• Comfortable coordinating with customers, Customer Support teams, and courier partners.
• Basic knowledge of Excel / Google Sheets.
• Ability to analyze operational data and identify performance deterioration.
• Strong attention to detail and shipment-level tracking capability.
• Ability to handle a high volume of NDR cases, follow-ups, and escalations.
• Basic understanding of ecommerce logistics, NDR, RTO, and last-mile delivery operations preferred.

Qualification & Experience

• Graduate / Undergraduate with relevant operational experience.
• 1–2 years of experience in ecommerce logistics, NDR operations, customer support, telecalling, or courier operations preferred.
• Experience with D2C brands, ecommerce companies, courier partners, or logistics aggregators will be an advantage.