Associate - NDR Management

About the role

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.

What you'll do

• 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
• Maintain strict follow-up with courier SPOCs for reattempts, address corrections, customer callbacks, escalations, and ageing NDR cases until final closure
• Push courier partners for immediate corrective actions whenever performance drops below agreed benchmarks or SLAs

What you need

• Customer service
• Escalation handling
• Communication

Good to have

• Last-mile delivery