Position: CRM Executive
Industry: Courier & Logistics
Experience: 1–2 Years in Courier, Cargo, Logistics, E-commerce or Customer Support
Job Summary
We are looking for a CRM Executive who will be responsible for handling customer queries, shipment tracking, delivery coordination, NDR management, POD follow-up and resolving shipment-related issues. The candidate will coordinate closely with customers, delivery teams, courier partners and internal operations teams to ensure timely delivery and excellent customer service.
Key Responsibilities
- Track shipments and provide timely status updates to customers.
- Monitor daily shipment movement from pickup to final delivery.
- Check and follow up on pending, delayed, undelivered and exception shipments.
- Handle NDR (Non-Delivery Report) cases and coordinate for delivery re-attempts.
- Follow up on RTO (Return to Origin) shipments and minimize unnecessary returns.
- Coordinate with delivery executives, branch teams and courier partners for pending deliveries.
- Check and collect POD (Proof of Delivery) for delivered shipments.
- Handle customer complaints related to delivery delays, shipment status, missing POD, RTO, NDR, damaged/lost shipments and delivery issues.
- Raise tickets and complaints with courier partners and follow up until proper resolution.
- Communicate with customers through phone, WhatsApp and email regarding shipment updates and delivery issues.
- Prepare and maintain daily, weekly and monthly MIS reports related to shipments, NDR, RTO, POD and complaints.
- Ensure all customer complaints and service requests are closed within the defined TAT.
Required Skills
- Minimum 1 year of experience in Courier / Cargo / Logistics / E-commerce preferred.
- Good knowledge of shipment tracking, NDR, RTO, POD and delivery processes.
- Good knowledge of courier/logistics portals and CRM/ERP systems.
- Strong follow-up and coordination skills.
- Excellent customer handling and communication skills.
- Good verbal and written communication in Hindi and English.
- Basic to good knowledge of MS Excel and Google Sheets.
- Ability to handle multiple shipments and customer queries simultaneously.
- Strong problem-solving and escalation-handling skills.
- Ability to work under pressure and meet daily operational targets
Pay: ₹15,000.00 - ₹20,000.00 per month
Work Location: In person
