Customer Success Manager

Location: Rajkot, Gujarat

Department: Customer Success

Industry: E-commerce / Marketplace

Employment Type: Full time

Experience: 5+ Years

Salary Range: up to 30k(No bar for the right Candidate) Job Summary

We are seeking an experienced and result-driven NDR Head to lead our Non-Delivery Resolution (NDR), Customer Support, Complaint Management, Courier Coordination, and Customer Success functions. The ideal candidate will be responsible for reducing RTO%, improving delivery success rates, managing customer escalations, strengthening courier relationships, and leading the NDR team to achieve operational excellence. Key Responsibilities

NDR & RTO Management

Monitor active NDR cases and high-risk shipments daily.

Drive RTO reduction initiatives across courier partners.

Analyze non-delivery reasons and implement corrective actions.

Approve reattempt requests and delivery recovery plans.

Ensure timely resolution and closure of all NDR cases. Team Leadership & Management

Lead and manage NDR, Customer Support, and Complaint Resolution teams.

Monitor team productivity, SLA adherence, and operational efficiency.

Conduct training sessions, performance reviews, and coaching.

Ensure SOP compliance and process implementation. Customer Success & Complaint Resolution

Handle customer escalations and critical complaints.

Ensure quick and satisfactory resolution of customer issues.

Improve customer satisfaction (CSAT) and retention.

Manage negative reviews and service recovery cases. Courier & Logistics Management

Coordinate with courier partners for delivery issues and escalations.

Conduct courier performance reviews and audits.

Ensure courier accountability and service-level compliance.

Resolve delivery failures and operational bottlenecks. Claims & Refund Management

Manage lost shipments and damage claims.

Coordinate compensation, refunds, and claim recoveries.





Track courier claim settlements and reconciliation. Seller Coordination

Coordinate with sellers for redispatch, shortages, damage, and return-related issues.

Ensure effective communication between sellers and customers.

Resolve seller complaints within defined timelines. Reporting & Analytics

Prepare Daily, Weekly, and Monthly MIS reports.

Monitor and analyze RTO %, NDR %, Delivery Success Rate, CSAT Score, Courier Performance, and Complaint Resolution TAT.

Present operational reports and improvement plans to management. Day-to-Day Activities

Review daily NDR dashboard and shipment status.

Monitor OFD and failed delivery reports.

Handle escalated customer complaints.

Coordinate with courier managers for urgent cases.

Review RTO-risk shipments and take preventive actions.

Approve refunds and compensation requests.

Conduct team huddles and task allocation.

Track pending claims and courier recoveries.

Prepare operational MIS reports.

Ensure SLA compliance across the department. Required Skills

Technical Skills

NDR Management, RTO Reduction, Courier Operations, Customer Support Management, Complaint Handling, Refund & Claims Management, Logistics Operations, CRM Management, MIS Reporting, Team Leadership.

Soft Skills

Leadership, Decision Making, Problem Solving, Negotiation Skills, Customer-Centric Approach, Conflict Resolution, and Excellent Communication Skills. Qualification

Education

Bachelor's Degree (Any Discipline)

MBA / PGDM Preferred Experience

Minimum 5 years of experience in E-commerce Operations, Customer Success, NDR Operations, Logistics Operations, or Courier Management. Preferred Industry Background

Candidates from E-commerce, Logistics, Marketplace, Last-Mile Delivery, or Courier Industries. Key Performance Indicators (KPIs)

RTO % Reduction

NDR Resolution Rate

Delivery Success Rate

Customer Satisfaction (CSAT)

Complaint Resolution TAT

Courier Claim Recovery %

Team Productivity

SLA Adherence

📌 CSM (Rajkot)
🏢 AgriBegri - Farming App
📍 Rajkot