Client Service Associate

Company: TRUXCARGO PVT. LTD.

Department: Operations

Job Title: Client Service Associate

Industry: Logistics / B2C Last-Mile Delivery

Job Summary

We are looking for a proactive and detail-oriented Client Service Associate to manage B2C shipment operations, monitor delivery performance, handle Non-Delivery Reports (NDR), manage shipment ageing, and coordinate with courier partners to ensure timely deliveries and effective client communication.

Key Responsibilities:

1. Delivery Performance Management

• Monitor daily shipment delivery performance, delivery TAT, and SLA adherence.
• Coordinate with courier partners to resolve delivery delays and improve delivery success rates.
• Track undelivered and delayed shipments and ensure timely action.

2. NDR Management

• Monitor and manage NDR shipments by coordinating with courier partners and clients.
• Ensure timely follow-ups on delivery failures, customer unavailability, incorrect addresses, and other delivery exceptions.
• Track reattempts and ensure appropriate action is taken to minimize RTO (Return to Origin).

3. Shipment Ageing Management

• Track shipment ageing and identify shipments pending beyond the expected delivery timeline.
• Follow up with courier partners for shipment status updates and resolution.
• Ensure timely escalation of long-pending shipments to minimize delivery delays.

4. Escalation Management

• Handle shipment-related escalations from clients and internal teams.
• Coordinate with courier partners and relevant stakeholders to resolve issues within defined timelines.
• Maintain escalation records and ensure proper closure with timely updates.

5. MIS & Reporting

• Prepare and maintain daily, weekly, and monthly MIS reports.
• Track key metrics, including delivery performance, NDR, RTO, shipment ageing, and pending escalations.
• Analyze operational data and highlight performance gaps and recurring issues.

6. Client Updates & Coordination

• Share regular shipment status updates, delivery exceptions, and resolution timelines with clients.
• Respond promptly to client queries and provide accurate operational information.
• Maintain effective communication with clients, courier partners, and internal operations teams.

Required Skills and Qualifications:

Graduate in any discipline.

13 years of experience with courier aggregators, e-commerce logistics, or B2C shipment operations.

Good understanding of shipment tracking, NDR, RTO, delivery TAT, and courier operations.

Proficiency in MS Excel/Google Sheets and MIS reporting.

Strong communication, coordination, problem-solving, and follow-up skills.

Ability to manage multiple shipments, escalations, and deadlines efficiently.