Last Mile Operations Team Lead (NDR & RTO)

Job title : Last Mile Operations Team Lead (NDR & RTO)

Location : Pune

Roles and Responsibility :

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.

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)