Role Purpose
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
Knowledge
Essential:
- Understanding of NDR and RTO processes in e‑commerce logistics.
- Awareness of courier SLAs and delivery workflows.
Desirable:
- Familiarity with 3PL/4PL routing and automated workflow systems.
Skills
Essential:
- Strong follow-up and coordination skills.
- Ability to analyse delivery failures and RTO reasons.
- Proficiency in Excel and tracking systems.
Desirable:
- Root‑cause analysis and reporting.
Attitudinal / Behavioural
Essential:
- Detail‑oriented and responsible.
- Persistent follow‑up & escalation ownership.
- Ability to work under operational pressure.
Desirable:
- Continuous improvement mindset.
Experience & Education
Essential:
- 1–3 years of experience in NDR/RTO logistics operations.
- Bachelor’s degree or equivalent.
Desirable:
- Experience with 3PL/4PL delivery workflows.
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Experience:
Location:
- Mumbai, Maharashtra (Required)
Work Location: In person
