Logistics Customer Support Executive

Job Description – E-commerce Logistics Calling Executive Department: Logistics Location: Chhatarpur, New Delhi Company: Dentalkart About Dentalkart Dentalkart is India's leading online dental marketplace, committed to delivering an exceptional customer experience through technology-driven and efficient logistics operations. Role Overview 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. Key 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. • Prior experience in an E-commerce environment is strongly preferred. • 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 Skills • 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. 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