Logistics Associate (NDR Calling & Delivery Coordination)

Role Purpose

The person will be responsible for proactively following up with customers on Non-Delivery Reports (NDRs), coordinating with logistics partners, and driving successful deliveries to reduce RTOs. The Associate will act as the bridge between the customer, WH operations, CS team and logistics partners, ensuring every actionable NDR is followed up, the reason for non-delivery is identified, and the necessary action is taken within the available delivery window.

Key Responsibilities

1. NDR Calling & Customer Follow-up

• Make timely outbound calls to customers for all assigned NDR cases.
• Understand the reason for failed delivery - customer unavailable, address issue, unreachable, COD refusal, delivery attempt issue, etc.
• Confirm customer availability, delivery preference and required action.
• Follow up with customers until delivery is successfully completed or the case reaches a defined closure.

2. Logistics Coordination

• Coordinate closely with courier/logistics partners on NDR cases.
• Share accurate customer inputs and request re-attempts wherever applicable.
• Track re-attempts and ensure commitments made by logistics partners are actioned.
• Escalate recurring delivery issues, incorrect dispositions, delivery-agent issues or avoidable failures.

3. RTO Reduction

• Proactively identify orders at risk of becoming RTO.
• Prioritise high-risk and ageing NDR shipments for immediate intervention.
• Drive maximum possible successful deliveries within the delivery window.
• Maintain clear visibility of pending, re-attempt, delivered and RTO-risk shipments.

4. Tracking & Reporting

• Maintain accurate call dispositions and follow-up remarks.
• Track daily NDR funnel: NDR received → contacted → customer confirmed → re-
• attempt → delivered / RTO.
• Share daily updates on pending and high-risk cases.
• Highlight operational patterns and recurring reasons contributing to RTO.

Candidate Profile

• 1–3 years of experience in outbound calling, e-commerce customer support, logistics/NDR calling, telecalling or delivery operations.
• Good Hindi and English communication; additional regional languages are a plus.
• Comfortable making high-volume outbound calls and handling repetitive follow-ups with discipline.
• Strong follow-up and coordination skills.
• Comfortable working with Excel/Google Sheets, CRM or order-management systems.
• Ability to communicate firmly but professionally with both customers and logistics partners.
• Result-oriented and persistent, with a clear focus on getting the delivery completed rather than simply completing the call.

Interested candidates can also mail us at [Confidential Information]