Role Summary
The Logistics Executive is responsible for day-to-day shipment tracking, NDR (Non-Delivery Report) management, and close coordination with courier partners to resolve late or delayed deliveries, address corrections, and RTOs (Return to Origin). The role focuses on driving on-time delivery, reducing failed deliveries and returns, and keeping internal teams and customers informed throughout the delivery cycle.
Key Responsibilities
NDR & Delivery Exception Management
- Manage the daily NDR report — review all non-delivered/undelivered shipments, identify reasons, and take corrective action to reattempt delivery.
- Track and reduce NDR percentage through timely intervention, customer confirmation, and re-attempt coordination.
- Handle address corrections — validate and update incomplete or incorrect delivery addresses with the courier and customer to complete delivery.
- Manage RTO (Return to Origin) cases — track returns, identify root causes, minimize avoidable RTOs, and reconcile returned shipments.
Courier Partner Coordination
- Follow up with courier partners on late, delayed, held, or stuck shipments and drive them to resolution within SLA.
- Escalate persistent delivery failures and service issues to courier account managers and track closure.
- Coordinate pickups, manifests, and dispatch schedules with courier partners across locations.
- Maintain regular communication with courier operations teams for status updates on priority/aging shipments.
Tracking, SLA & Performance
- Monitor in-transit shipments and proactively flag potential SLA breaches before they occur.
- Track courier-wise delivery performance, on-time %, delay reasons, and RTO trends.
- Maintain and update shipment trackers; ensure accurate delivery status across all orders.
Coordination & Customer Experience
- Work with customer support, sales, and warehouse teams to resolve delivery issues and share timely updates.
- Provide delivery status and resolution timelines for customer escalations related to late or failed deliveries.
Reporting & Analysis
- Prepare and circulate daily/weekly reports on NDR, RTO, delayed deliveries, address corrections, and SLA performance.
- Analyze delay and RTO patterns by courier, region, and pincode; recommend corrective actions and process improvements.
- Support reconciliation of shipping/courier data and delivery records.
Required Qualifications & Skills
- 3–5 years of experience in logistics, courier operations, e-commerce fulfilment, or supply chain.
- Hands-on experience with NDR management, courier follow-ups, address corrections, and RTO handling.
- Working knowledge of courier partner portals/dashboards and shipment tracking systems.
- Good command of Excel/Google Sheets for trackers, reports, and basic analysis.
- Strong follow-up, coordination, and communication skills; able to push partners to resolution.
- Problem-solving mindset with attention to detail and the ability to work to tight timelines.
- Bachelor's degree in any discipline; a qualification in logistics/supply chain is a plus.
Key Performance Indicators (KPIs)
- On-time delivery % / SLA adherence
- NDR resolution rate and reduction in NDR %
- Reduction in RTO % and avoidable returns
- Turnaround time on address corrections and delivery re-attempts
- Courier partner SLA adherence and escalation closure time
- Accuracy and timeliness of delivery reports
Skills: courier partner coordination,ndr & rto management,sla management,shipment tracking,communication
