Job Description
Location: Gurugram, Sector-67
Timing: 10:00 AM to 7:00 PM
Working Days: Monday to Friday (WFO) & Saturday (WFH)
Experience: 1–3 years
Salary: As per market standards
No. of Vacancies: 01
About Us
Conscious Chemist, a fast-growing D2C skincare brand under Era Botanics Pvt. Ltd., is built on transparency, performance-driven products, and consumer trust. We focus on delivering not just great products but also a seamless end-to-end customer experience.
Role Overview
This role sits at the intersection of Customer Experience, Data, and Logistics Operations. You will own NDR (Non-Delivery Report) resolution end-to-end, starting from customer communication to internal coordination with warehouse and courier partners, while tracking performance through data and reports. This role is ideal for someone from customer experience, support, or operations background who is comfortable speaking to customers, working with Excel/data, and coordinating across teams, and is keen to learn logistics operations deeply.
Key Responsibilities:-
Customer Experience & NDR Resolution
- Proactively connect with customers via call/WhatsApp/email to resolve NDR cases (address issues, availability, delivery preferences).
- Act as the single point of contact for customer-side NDR resolution.
- Ensure timely closure of NDR cases while maintaining a positive customer experience.
Logistics & Internal Coordination
- Coordinate with warehouse and courier partners to initiate and track reattempts.
- Follow up on reattempted deliveries to ensure completion within defined SLAs.
- Escalate unresolved cases or recurring issues to senior stakeholders.
Data, Reporting & Process Improvement
- Track daily NDRs, reattempt success rates, and RTO trends.
- Maintain accurate updates in internal systems (ERP/WMS).
- Prepare daily/weekly reports on NDR resolution, RTO%, and courier performance.
- Identify recurring NDR patterns and suggest corrective actions to reduce failures.
Key Skills & Competencies:-
- Strong customer communication skills (verbal & written).
- Hands-on experience with Excel / Google Sheets (filters, pivots, basic analysis).
- Ability to manage multiple stakeholders — customers, warehouse, courier partners.
- Problem-solving mindset with attention to detail.
- Comfortable working with data and operational metrics.
- Willingness to learn last-mile logistics and courier processes.
Qualifications:-
- Graduate in any discipline (Business, Supply Chain, Operations preferred).
- 1–3 years of experience in Customer Experience, Operations, Support, or E-commerce roles.
- Prior exposure to NDRs, RTOs, logistics coordination is a plus (not mandatory).
- Candidates willing to learn logistics operations are encouraged to apply.
Timing: 10:00 AM to 7:00 PM
Working Days: Monday to Friday (WFO) & Saturday (WFH)
Experience: 1–3 years
Salary: As per market standards
No. of Vacancies: 01
About Us
Conscious Chemist, a fast-growing D2C skincare brand under Era Botanics Pvt. Ltd., is built on transparency, performance-driven products, and consumer trust. We focus on delivering not just great products but also a seamless end-to-end customer experience.
Role Overview
This role sits at the intersection of Customer Experience, Data, and Logistics Operations. You will own NDR (Non-Delivery Report) resolution end-to-end, starting from customer communication to internal coordination with warehouse and courier partners, while tracking performance through data and reports. This role is ideal for someone from customer experience, support, or operations background who is comfortable speaking to customers, working with Excel/data, and coordinating across teams, and is keen to learn logistics operations deeply.
Key Responsibilities:-
Customer Experience & NDR Resolution
- Proactively connect with customers via call/WhatsApp/email to resolve NDR cases (address issues, availability, delivery preferences).
- Act as the single point of contact for customer-side NDR resolution.
- Ensure timely closure of NDR cases while maintaining a positive customer experience.
Logistics & Internal Coordination
- Coordinate with warehouse and courier partners to initiate and track reattempts.
- Follow up on reattempted deliveries to ensure completion within defined SLAs.
- Escalate unresolved cases or recurring issues to senior stakeholders.
Data, Reporting & Process Improvement
- Track daily NDRs, reattempt success rates, and RTO trends.
- Maintain accurate updates in internal systems (ERP/WMS).
- Prepare daily/weekly reports on NDR resolution, RTO%, and courier performance.
- Identify recurring NDR patterns and suggest corrective actions to reduce failures.
Key Skills & Competencies:-
- Strong customer communication skills (verbal & written).
- Hands-on experience with Excel / Google Sheets (filters, pivots, basic analysis).
- Ability to manage multiple stakeholders — customers, warehouse, courier partners.
- Problem-solving mindset with attention to detail.
- Comfortable working with data and operational metrics.
- Willingness to learn last-mile logistics and courier processes.
Qualifications:-
- Graduate in any discipline (Business, Supply Chain, Operations preferred).
- 1–3 years of experience in Customer Experience, Operations, Support, or E-commerce roles.
- Prior exposure to NDRs, RTOs, logistics coordination is a plus (not mandatory).
- Candidates willing to learn logistics operations are encouraged to apply.
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