Customer Success Manager

Location: Rajkot, Gujarat

Department:Customer Success

Industry: E-commerce / Marketplace

Employment Type: Full time

Experience: 5+ Years

Job Summary

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 improveme

📌 Customer Success Manager Rajkot
🏢 Agribegri Trade Link
📍 Rajkot