Logistics Customer Support Executive

Role overview

Logistics Customer Support Executive at Dentalkart

– E-commerce Logistics Calling Executive Department: Logistics

We are looking for an E-commerce Logistics Calling Executive to manage customer communication across key delivery exceptions, including NDR, in-transit delays, and ageing shipments.

The role requires strong knowledge of the E-commerce order lifecycle, effective customer communication, and the ability to drive successful delivery outcomes while minimizing RTOs.

Responsibilities

• Manage outbound customer calling for NDR, delayed, and ageing shipments to facilitate successful delivery.
• Understand and effectively communicate the end-to-end E-commerce shipment lifecycle, from order dispatch to final delivery or RTO.
• Engage with customers through voice and chat to address delivery concerns and provide clear shipment updates.
• Assess delivery exceptions and appropriately guide customers on the available resolution, including encouraging customers to wait where delivery is expected within a reasonable timeline.
• Coordinate with courier partners and internal teams to obtain shipment updates and resolve delivery exceptions.
• Ensure accurate documentation of customer interactions, commitments, and case status in the respective systems.
• Adhere to defined SOPs, service levels, and escalation protocols for timely case resolution.
• Identify recurring customer or delivery issues and highlight them to the relevant team for corrective action.
• Requirements Bachelor's degree in any discipline.
• 1–3 years of relevant experience in E-commerce, Customer Support, Logistics, or Delivery Operations.
• Working knowledge of NDR, In-transit, OFD, RTO, and shipment tracking processes.
• Excellent verbal and written communication skills in English and Hindi. 1
• Strong customer management, negotiation, and problem-solving abilities.
• Comfortable working with calling, chat, and operational tracking systems.
• Immediate Joiner preferred.

Preferred qualifications and skills

• Prior experience in an E-commerce environment is strongly preferred.
• Experience in E-commerce Logistics / Last Mile Operations / NDR Management.
• Strong understanding of customer delivery journeys and logistics exceptions.
• Ability to handle high-volume customer interactions with professionalism and composure.
• Good follow-up, ownership, and decision-making skills.
• Proficiency in basic Excel and familiarity with CRM or logistics platforms is preferred.

Employment details

• Location: Chhatarpur, New Delhi
• Location: Chhatarpur Delhi [Delhi] [India]

About the employer

• Dentalkart
• Dentalkart is India's leading online dental marketplace, committed to delivering an exceptional customer experience through technology-driven and efficient logistics operations.

Benefits

• NDR Contact & Resolution Rate will Increase.
• Successful Delivery / NDR Conversion will Increase.
• In-transit Delay Resolution & Proactively information.
• RTO Reduction
• Case Closure TAT will decrease.
• NDR RCA & calling Quality will increase.
• Process & Remark Accuracy
• Customer Experience