Manage outbound calling and chat support for NDR, delayed, and ageing e-commerce shipments. Coordinate with customers, courier partners, and internal teams to resolve delivery exceptions, reduce RTOs, document interactions, follow SOPs, and improve successful delivery rates. The role requires knowledge of shipment lifecycles, strong communication in English and Hindi, customer management, negotiation, problem-solving, and proficiency with tracking, CRM, and basic Excel systems.
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
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