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 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

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

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Customer Success Manager / Last Mile Operations Manager (Rajkot)
🏢 Agribegri Trade Link
📍 Rajkot