RTO / NDR Resolution Expert

Last Mile Operations Team Lead (NDR & RTO)

Location -Wadki,Pune

Last Mile Management & NDR & RTO Handling

Oversee daily last-mile delivery operations across all courier partners.

Ensure on-time dispatch and delivery for high-volume D2C orders.

Monitor courier SLAs and resolve delays proactively.

Handle all NDR cases, including customer follow-ups, reattempt requests, and issue resolution.

Drive RTO reduction through tighter customer communication and courier coordination.

Analyze reasons for NDR / RTO and implement corrective actions.

Courier Coordination & Customer Communication

Coordinate closely with courier partners (Shiprocket, Bluedart, Delhivery, Xpressbees, etc.)

Resolve issues like no-scan, misroute, hub delays, and wrong attempts.

Maintain strong vendor relationships to ensure priority handling for D2C shipments.

Call customers for address verification, delivery confirmation, and reattempt scheduling.

Act quickly to avoid unnecessary RTO and improve delivery success.

5. Performance Tracking, Reporting & Process Improvement

Maintain daily dashboards on NDR, RTO, TAT, and courier performance.

Share daily / weekly reports with the operations head.

Conduct RCA on delayed or failed deliveries and recommend improvements.

Identify operational gaps and streamline the last-mile flow for a fast-moving D2C setup.

Work with warehouse teams to ensure a smooth dispatch-to-delivery experience.

Required Skills & Experience

3-5 years of experience in a D2C or eCommerce brand (MANDATORY).

Strong understanding of last-mile logistics, NDR, and RTO workflows.

Hands-on experience with courier partners and platforms or tools – Clickpost,

Excellent communication, follow-up, and problem-solving skills.

Good proficiency in Advance Excel / Google Sheets. (

Hands-on experience in WMS / OMS / CRM(Unicommerce, Increff, Kapture,

Freshdesk)