NDR Executive

Reporting to the Team Leader – Operations, the RTO & NDR Executive manages return-to-origin (RTO) and non-delivery report (NDR) workflows for ShipDelight under its 4PL operating model. This role works closely with courier partners to ensure timely follow-ups, accurate status updates, proactive resolution, and data accuracy to minimize losses, improve delivery success rates, and enhance customer experience (via internal stakeholders).

Key Role Expectations (RACI)

Responsible

• Coordinate with courier partners to track and resolve NDR cases.
• Monitor NDR reasons and work with internal teams to reduce repeats.
• Follow up on RTO shipments to ensure timely return and accurate status updates.
• Maintain and update NDR/RTO records in internal systems.
• Highlight chronic issues (client address, packaging, courier serviceability).
• Ensure daily NDR/RTO queue clearance and timely reporting.
• Support scripting/automation reviews for NDR classification and tagging.

Accountable

• Timely resolution of NDR cases and minimizing repeat NDR occurrences.
• Accurate tracking of RTO shipments and status updates.
• Data hygiene for NDR/RTO updates.
• Reduction in overall RTO percentage through root-cause actions.

Consulted

• Consult courier partners to understand RTO/NDR feasibility and constraints.
• Work with Ops Head/Team Leader to update SOPs based on RCA.
• Collaborate with product/tech teams to enhance dashboards and tagging logic.

Informed

• Keep leadership informed of chronic courier failures, geography-specific challenges, and risk shipments.
• Stay updated on changes in courier policies impacting NDR/RTO.

Key Competencies

Must Have:

• Understanding of NDR and RTO processes in e‑commerce logistics.
• Awareness of courier SLAs and delivery workflows.
• Strong follow-up and coordination skills.
• Ability to analyse delivery failures and RTO reasons.
• Proficiency in Excel and tracking systems.
• Detail‑oriented and responsible.
• Persistent follow‑up & escalation ownership.
• Ability to work under operational pressure.

Desired :

• Familiarity with 3PL/4PL routing and automated workflow systems.
• Root‑cause analysis and reporting
• Continuous improvement mindset.

Experience & Education

• 1–3 years of experience in NDR/RTO logistics operations.
• Bachelor’s degree or equivalent.

Job Type: Full-time

Pay: ₹250,000.00 - ₹550,000.00 per year

Benefits:

• Cell phone reimbursement
• Health insurance
• Paid time off
• Provident Fund

Experience:

• NDR Management : 1 year (Required)

Location:

• Marol Naka, Mumbai, Maharashtra (Required)

Work Location: In person