– 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 workplace 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.

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- 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

📌 Logistics Customer Support Executive (Saket)
🏢 Dentalkart
📍 Saket