Customer Success Manager

Location: Rajkot, Gujarat

Department: Customer Success

Industry: E-commerce / Marketplace

Employment Type: Full-Time

Experience: 5+ Years

Salary Range: up to(No bar for the right Candidate)

Job Summary

We are seeking an experienced and result-driven NDR Head to lead our Non-Delivery Resolution (NDR), Customer Support, Complaint Management, Courier Coordination, and Customer Success functions. The ideal candidate will be responsible for reducing RTO%, improving delivery success rates, managing customer escalations, strengthening courier relationships, and leading the NDR team to achieve operational excellence.

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

Candidates from E-commerce, Logistics, Marketplace, Last-Mile Delivery, or Courier Industries.

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