Associate - NDR Management

Keka Technologies Private Limited; Okhla Phase - I; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Keka Technologies Private Limited is seeking an NDR Associate to manage Non-Delivery Report shipments end-to-end, monitor courier performance, and drive timely corrective actions across partners and internal teams.

The role focuses on maximizing successful deliveries, reducing RTO, and ensuring accountability, with close collaboration with Customer Support to close cases within defined timelines.

Qualifications

• Graduate/Undergraduate with relevant operational experience.
• 1–2 years of ecommerce logistics, NDR operations, customer support, telecalling, or courier operations preferred.

Responsibilities

• Monitor NDR shipments multiple times during the day across all courier partners and ensure every actionable shipment is attended within defined TAT.
• Aggressively track courier-wise NDR performance, ageing, reattempts, delivery conversion, and RTO movement and highlight deterioration.
• Ensure no courier-performance leakage is left unattended; identify and close gaps with the courier partner.
• Maintain daily courier-wise NDR performance tracker/scorecard covering conversion, reattempt, ageing, RTO and fake attempts.
• Coordinate with Customer Support for cases requiring customer confirmation, address correction, or reattempt confirmation.
• Escalate repeated non-compliance or unresolved cases to Logistics Lead with shipment-level data.

Skills

Ownership

Closure driving

Communication (Hindi/English)

Excel/Google Sheets

Attention to detail

NDR operations knowledge

Education

Graduate/Undergraduate

Tools

Excel

Google Sheets

Job description

The NDR Associate will be responsible for managing Non-Delivery Report (NDR) shipments end-to-end , closely monitoring courier performance, driving timely corrective actions, coordinating customer closures with Customer Support, and ensuring that no avoidable delivery leakage is accepted.

The role is expected to maximize successful deliveries, reduce RTO, and ensure accountability across courier partners and internal teams.

Key Responsibilities

• Monitor NDR shipments multiple times during the day across all courier partners and ensure every actionable shipment is attended within defined TAT.
• Aggressively track courier-wise NDR performance, ageing, reattempts, delivery conversion, and RTO movement and immediately highlight any deterioration.
• Ensure no courier-performance leakage is left unattended . Every missed attempt, delayed reattempt, incorrect status, or operational gap must be identified, questioned, and closed with the courier partner.
• Maintain strict follow-up with courier SPOCs for reattempts, address corrections, customer callbacks, escalations, and ageing NDR cases until final closure.
• Challenge and elevate cases involving fake delivery attempts, false customer-unavailable remarks, premature RTO movement, incorrect NDR remarks, or shipments closed without appropriate attempts .
• Push courier partners for immediate corrective actions whenever performance drops below agreed benchmarks or SLAs.
• Track commitments provided by courier partners and ensure actions are completed within committed timelines.
• Escalate repeated non-compliance, delayed actions, or unresolved cases to the Logistics Lead with supporting shipment-level data.
• Maintain a daily courier-wise NDR performance tracker/scorecard covering conversion, reattempt success, ageing, RTO, fake attempts, and pending actions.
• Identify courier partners, hubs, pincodes, or delivery centers consistently showing poor performance and initiate corrective action.
• Ensure every courier escalation has a clear owner, committed action, closure date, and verified outcome .
• Do not consider a case closed merely because an escalation has been raised; closure means the required action has actually been completed.
• Coordinate closely with the Customer Support team for cases requiring customer confirmation, address correction, alternate contact details, delivery preference, refusal validation, or reattempt confirmation .
• Share clear and timely shipment-level feedback with Customer Support for all cases requiring customer intervention.
• Ensure Customer Support closes pending customer-side actions within agreed TAT and shares actionable remarks back with the Logistics/NDR team.
• Track cases where Customer Support delays or incomplete customer closures are contributing to NDR ageing or RTO.
• Contact customers directly wherever required through calls, WhatsApp, SMS, or available communication channels.
• Verify and correct customer information such as address, landmark, phone number, preferred delivery date, and availability .
• Update customer responses and requested actions accurately on the relevant NDR/courier platform.
• Prioritize high-value, prepaid, repeat-NDR, high-risk, and ageing shipments to minimize revenue loss.

Skills Required

• Strong ownership and follow-up mindset.
• Ability to firmly drive courier and internal teams toward closure .
• Good verbal and written communication skills in Hindi and English.
• Comfortable coordinating with customers, Customer Support teams, and courier partners.
• Basic knowledge of Excel / Google Sheets.
• Ability to analyze operational data and identify performance deterioration.
• Strong attention to detail and shipment-level tracking capability.
• Ability to handle a high volume of NDR cases, follow-ups, and escalations.
• Basic understanding of ecommerce logistics, NDR, RTO, and last-mile delivery operations preferred.

Qualification & Experience

• Graduate / Undergraduate with relevant operational experience.
• 1–2 years of experience in ecommerce logistics, NDR operations, customer support, telecalling, or courier operations preferred.
• Experience with D2C brands, ecommerce companies, courier partners, or logistics aggregators will be an advantage.

Required Skills

Excel Communication Clickpost logistics and order management customer obsession