Job Description

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

Must Have:

Understanding of NDR and RTO processes in e?commerce logistics. Awareness of courier SLAs and delivery workflows. Strong follow-up and coordination skills. Ability to analyse delivery failures and RTO reasons. Proficiency in Excel and tracking systems. Detail?oriented and responsible. Persistent follow?up & escalation ownership. Ability to work under operational pressure.

Desired :

Familiarity with 3PL/4PL routing and automated workflow systems. Root?cause analysis and reporting Continuous improvement mindset.

Experience & Education

1-3 years of experience in NDR/RTO logistics operations. Bachelor's degree or equivalent.
Job Type: Full-time

Pay: ?250,000.00 - ?550,000.00 per year

Benefits:

Cell phone reimbursement Health insurance Paid time off Provident Fund
Experience:

NDR Management : 1 year (Required)
Location:

Marol Naka, Mumbai, Maharashtra (Required)
Work Location: In person