Happy Cheeks Pvt. Ltd., is India’s first screen-free, STEM and learning-based educational toy brand for children aged 0–5 years. We create innovative, sensory, and Montessori-inspired toys that make learning fun through play. Our products are available across major e-commerce platforms, and we are continuously expanding our presence and growing our team.
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
solid 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 kn