Customer Success Manager
Location: Rajkot, Gujarat
Department: Customer Success
Industry: E-commerce / Marketplace
Employment Type: Full-Time
Experience: 5+ Years
Salary Range: up to(No bar for the right Candidate)
Job Summary
We are seeking an experienced and result-driven NDR Head to lead our Non-Delivery Resolution (NDR), Customer Support, Complaint Management, Courier Coordination, and Customer Success functions. The ideal candidate will be responsible for reducing RTO%, improving delivery success rates, managing customer escalations, strengthening courier relationships, and leading the NDR team to achieve operational excellence.
Key Responsibilities
NDR & RTO Management
- Monitor active NDR cases and high-risk shipments daily.
- Drive RTO reduction initiatives across courier partners.
- Analyze non-delivery reasons and implement corrective actions.
- Approve reattempt requests and delivery recovery plans.
- Ensure timely resolution and closure of all NDR cases.
Team Leadership & Management
- Lead and manage NDR, Customer Support, and Complaint Resolution teams.
- Monitor team productivity, SLA adherence, and operational efficiency.
- Conduct training sessions, performance reviews, and coaching.
- Ensure SOP compliance and process implementation.
Customer Success & Complaint Resolution
- Handle customer escalations and critical complaints.
- Ensure quick and satisfactory resolution of customer issues.
- Improve customer satisfaction (CSAT) and retention.
- Manage negative reviews and service recovery cases.
Courier & Logistics Management
- Coordinate with courier partners for delivery issues and escalations.
- Conduct courier performance reviews and audits.
- Ensure courier accountability and service-level compliance.
- Resolve delivery failures and operational bottlenecks.
Claims & Refund Management
- Manage lost shipments and damage claims.
- Coordinate compensation, refunds, and claim recoveries.
- Track courier claim settlements and reconciliation.
Seller Coordination
- Coordinate with sellers for redispatch, shortages, damage, and return-related issues.
- Ensure effective communication between sellers and customers.
- Resolve seller complaints within defined timelines.
Reporting & Analytics
- Prepare Daily, Weekly, and Monthly MIS reports.
- Monitor and analyze RTO %, NDR %, Delivery Success Rate, CSAT Score, Courier Performance, and Complaint Resolution TAT.
- Present operational reports and improvement plans to management.
Day-to-Day Activities
- Review daily NDR dashboard and shipment status.
- Monitor OFD and failed delivery reports.
- Handle escalated customer complaints.
- Coordinate with courier managers for urgent cases.
- Review RTO-risk shipments and take preventive actions.
- Approve refunds and compensation requests.
- Conduct team huddles and task allocation.
- Track pending claims and courier recoveries.
- Prepare operational MIS reports.
- Ensure SLA compliance across the department.
Required Skills
Technical Skills
NDR Management, RTO Reduction, Courier Operations, Customer Support Management, Complaint Handling, Refund & Claims Management, Logistics Operations, CRM Management, MIS Reporting, Team Leadership.
Soft Skills
Leadership, Decision Making, Problem Solving, Negotiation Skills, Customer-Centric Approach, Conflict Resolution, and Excellent Communication Skills.
Qualification
Education
Bachelor's Degree (Any Discipline)
MBA / PGDM Preferred
Experience
Minimum 5 years of experience in E-commerce Operations, Customer Success, NDR Operations, Logistics Operations, or Courier Management.
Preferred Industry Background
Candidates from E-commerce, Logistics, Marketplace, Last-Mile Delivery, or Courier Industries.
Key Performance Indicators (KPIs)
- RTO % Reduction
- NDR Resolution Rate
- Delivery Success Rate
- Customer Satisfaction (CSAT)
- Complaint Resolution TAT
- Courier Claim Recovery %
- Team Productivity
- SLA Adherence
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
