About Company

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 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 environment 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.
- 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.

Advantages

- 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

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