Last Mile Operations Team Lead (NDR & RTO)

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

Apply Now