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.

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.

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• 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.

• 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