The Role
Manage non-delivery report shipments from monitoring through final closure. Track courier performance, reattempts, ageing, delivery conversion, RTO, and SLA compliance; coordinate corrective actions with courier partners and Customer Support; contact customers to verify delivery details; escalate fake attempts and unresolved cases; maintain courier scorecards; and prioritize high-value, prepaid, repeat-NDR, and ageing shipments.
Summary Generated by Built In
Role Objective
Key Responsibilities
The NDR Associate will be responsible for managing Non-Delivery Report (NDR) shipments end-to-end, closely monitoring courier performance, driving timely corrective actions, coordinating customer closures with Customer Support, and ensuring that no avoidable delivery leakage is accepted.
The role is expected to maximize successful deliveries, reduce RTO, and ensure accountability across courier partners and internal teams.
- Monitor NDR shipments multiple times during the day across all courier partners and ensure every actionable shipment is attended within defined TAT.
- Aggressively track courier-wise NDR performance, ageing, reattempts, delivery conversion, and RTO movement and immediately highlight any deterioration.
- Ensure no courier-performance leakage is left unattended. Every missed attempt, delayed reattempt, incorrect status, or operational gap must be identified, questioned, and closed with the courier partner.
- Maintain strict follow-up with courier SPOCs for reattempts, address corrections, customer callbacks, escalations, and ageing NDR cases until final closure.
- Challenge and escalate cases involving fake delivery attempts, false customer-unavailable remarks, premature RTO movement, incorrect NDR remarks, or shipments closed without appropriate attempts.
- Push courier partners for immediate corrective actions whenever performance drops below agreed benchmarks or SLAs.
- Track commitments provided by courier partners and ensure actions are completed within committed timelines.
- Escalate repeated non-compliance, delayed actions, or unresolved cases to the Logistics Lead with supporting shipment-level data.
- Maintain a daily courier-wise NDR performance tracker/scorecard covering conversion, reattempt success, ageing, RTO, fake attempts, and pending actions.
- Identify courier partners, hubs, pincodes, or delivery centers consistently showing poor performance and initiate corrective action.
- Ensure every courier escalation has a clear owner, committed action, closure date, and verified outcome.
- Do not consider a case closed merely because an escalation has been raised; closure means the required action has actually been completed.
- Coordinate closely with the Customer Support team for cases requiring customer confirmation, address correction, alternate contact details, delivery preference, refusal validation, or reattempt confirmation.
- Share clear and timely shipment-level feedback with Customer Support for all cases requiring customer intervention.
- Ensure Customer Support closes pending customer-side actions within agreed TAT and shares actionable remarks back with the Logistics/NDR team.
- Track cases where Customer Support delays or incomplete customer closures are contributing to NDR ageing or RTO.
- Contact customers directly wherever required through calls, WhatsApp, SMS, or available communication channels.
- Verify and correct customer information such as address, landmark, phone number, preferred delivery date, and availability.
- Update customer responses and requested actions accurately on the relevant NDR/courier platform.
- Prioritize high-value, prepaid, repeat-NDR, high-risk, and ageing shipments to minimize revenue loss.
Skills Required
- Strong ownership and follow-up mindset.
- Ability to firmly drive courier and internal teams toward closure.
- Good verbal and written communication skills in Hindi and English.
- Comfortable coordinating with customers, Customer Support teams, and courier partners.
- Basic knowledge of Excel / Google Sheets.
- Ability to analyze operational data and identify performance deterioration.
- Strong attention to detail and shipment-level tracking capability.
- Ability to handle a high volume of NDR cases, follow-ups, and escalations.
- Basic understanding of ecommerce logistics, NDR, RTO, and last-mile delivery operations preferred.
Qualification & Experience
- Graduate / Undergraduate with relevant operational experience.
- 1–2 years of experience in ecommerce logistics, NDR operations, customer support, telecalling, or courier operations preferred.
- Experience with D2C brands, ecommerce companies, courier partners, or logistics aggregators will be an advantage.
Why Nutrabay:
We believe in an open, intellectually honest culture where everyone is given the autonomy to contribute and do their life’s best work. As a part of the dynamic team at Nutrabay, you will have a chance to learn Nutrabay new things, solve new problems, build your competence and be a part of an innovative marketing-and- tech startup that’s revolutionising the health industry.
Working with Nutrabay can be fun, and a place of a unique growth opportunity. Here you will learn how to maximise the potential of your available resources. You will get the opportunity to do work that helps you master a variety of transferable skills, or skills that are relevant across roles and departments. You will be feeling appreciated and valued for the work you delivered. We are creating a unique company culture that embodies respect and honesty, which will create more loyal employees than a company that simply shells out cash. We trust our employees and their voice and ask for their opinions on important business issues.
About Nutrabay:
Nutrabay is the largest health & nutrition store in India. Our vision is to keep growing, have a sustainable business model, and continue to be the market leader in this segment by launching many innovative products. We are proud to have served over 1 million customers uptill now, and our family is constantly growing.We have built a complex and high-converting eCommerce system, and our monthly traffic has grown to a million. We are looking to build a visionary and agile team to help fuel our growth and contribute towards further advancing the continuously evolving product.
Funding:
We raised $5 million in a Series A funding.
Skills Required
- Graduate or undergraduate qualification
- 1–2 years of experience in ecommerce logistics, NDR operations, customer support, telecalling, or courier operations
- Strong verbal and written communication skills in Hindi and English
- Basic knowledge of Microsoft Excel or Google Sheets
- Ability to analyze operational data and identify performance deterioration
- Ability to manage high volumes of NDR cases, follow-ups, and escalations
- Basic understanding of ecommerce logistics, NDR, RTO, and last-mile delivery operations
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The Company
What We Do
Nutrabay is an India-based online retailer and health and performance nutrition brand offering authentic nutritional supplements, vitamins, protein products, health foods, and bodybuilding essentials. Its catalog includes whey and plant proteins, creatine, pre-workout supplements, weight gainers, fish oil, multivitamins, protein oats, peanut butter, and protein bars. The company also sells its own supplement range alongside products from international and Indian brands.
