Logistics Customer Support Executive

Dentalkart; Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

Dentalkart, India''s leading online dental marketplace, is seeking a Calling Executive for E-commerce Logistics in New Delhi. The role focuses on managing outbound calls for NDR, delays, and ageing shipments, ensuring clear shipment updates and timely resolution. Immediate joiner preferred.

The candidate should have 1–3 years of relevant experience in e-commerce or logistics, with strong English and Hindi communication and familiarity with shipment tracking processes.

Qualifications

• Bachelor's degree in any discipline is required.
• 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 in English and Hindi, with strong customer-management skills.

Responsibilities

• Manage outbound calling for NDR, delayed, and ageing shipments to facilitate delivery.
• Explain the end-to-end E-commerce shipment lifecycle from dispatch to delivery or RTO.
• Communicate with customers via voice and chat to address delivery concerns with updates.
• Guide customers on resolutions and encourage patience when timelines are reasonable.
• Coordinate with courier partners and internal teams for shipment updates and resolution.
• Document customer interactions, commitments, and case status accurately in systems.
• Adhere to SOPs, SLAs, and escalation protocols for timely resolution.
• Identify recurring issues and flag them for corrective action.

Skills

English communication

Hindi communication

Customer handling

Negotiation

Problem solving

Education

Bachelor's degree

Tools

Excel basics

CRM familiarity

Logistics platforms

Job description

Job Description:

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.
• 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