Associate Logistics

Role Objective

The Associate – Logistics will be responsible for managing and improving courier performance across delivery, NDR, RTO, SLA adherence, customer-impact metrics, and operational escalations.

The role will work closely with courier partners, Customer Support, Warehouse, Product, and internal Logistics teams to ensure that courier performance gaps are identified early, challenged with data, and driven to closure.

The key objective is to ensure high delivery success, lower RTO, better TAT, minimal operational leakage, and strong courier accountability.

Key Responsibilities

1. Courier Performance Monitoring

Monitor courier-wise performance on a daily basis across key metrics such as:Delivery %

RTO %

NDR %

NDR conversion

First-attempt delivery %

Delivery TAT

Ageing shipments

SLA adherence

Fake / incorrect attempts

Customer complaints

Identify deterioration in courier performance and take immediate corrective action.

Track performance at courier, hub, pincode, zone, and shipment level wherever required.

Maintain daily and weekly courier scorecards and highlight underperforming lanes or partners.

Compare actual courier performance against agreed benchmarks and SLAs.

2. Courier Escalation & Closure

Act as the primary operational point of contact for assigned courier partners.

Aggressively follow up on delayed, ageing, stuck, misrouted, or incorrectly updated shipments.

Escalate recurring courier issues to the appropriate courier SPOCs and internal stakeholders.

Challenge:Fake delivery attempts

Incorrect NDR remarks

Premature RTO

Missed reattempts

False customer-unavailable updates

Operational delays

Ensure every escalation has:Clear ownership

Defined action

Closure timeline

Verified outcome

Do not consider a case closed merely because it has been escalated; closure should mean that the required action has actually been completed.

3. NDR & RTO Performance Management

Track NDR performance across courier partners and identify high-risk cases.

Ensure timely reattempts and appropriate courier action based on customer confirmation.

Coordinate with Customer Support for customer-side closure and required delivery instructions.

Identify avoidable RTO caused by courier or internal process gaps.

Track courier-wise and pincode-wise RTO trends and initiate corrective actions.

Support initiatives aimed at improving NDR-to-delivery conversion and reducing avoidable RTO.

4. Delivery TAT & SLA Control

Track dispatch-to-delivery performance against committed TAT.

Identify shipment ageing and delivery delays before they become customer escalations.

Monitor courier adherence to pickup, first attempt, reattempt, and delivery SLAs.

Escalate abnormal delays by courier, hub, or geography.

Work with courier partners on recovery plans where service levels consistently deteriorate.

Maintain visibility of SLA breaches and ensure repeated issues are escalated appropriately.

5. Cross-Functional Coordination

Coordinate with Warehouse teams for pickup, handover, manifest, and dispatch-related issues.

Work with Customer Support for customer feedback, address correction, refusal validation, and delivery coordination.

Coordinate with Product / Technology teams where systemic courier issues require process or platform improvements.

Ensure there is no ambiguity in ownership between internal teams and courier partners.

Drive closure of cross-functional dependencies impacting shipment performance.

Key Traits Required

Strong follow-up and ownership mindset.

Comfortable holding courier partners accountable.

Data-oriented and comfortable identifying performance deterioration.

Ability to work with high shipment volumes and multiple courier partners.

Strong coordination and stakeholder-management skills.

High attention to detail.

Ability to escalate firmly but professionally.

Strong bias toward closure rather than only reporting problems.

Comfortable working in a fast-paced ecommerce environment.

Skills Required

Good understanding of ecommerce logistics, last-mile delivery, NDR, and RTO.

Strong working knowledge of Excel / Google Sheets.

Ability to analyze operational reports and courier MIS.

Good verbal and written communication skills.

Experience working with courier dashboards, logistics aggregators, or shipment management platforms preferred.

Basic knowledge of courier rate cards, zones, weight slabs, and billing will be an advantage.

Qualification & Experience

Graduate in any discipline.

1–3 years of experience in ecommerce logistics, courier operations, last-mile operations, or supply-chain operations.

Experience with a D2C brand, ecommerce company, logistics aggregator, or courier company preferred.

Candidates with hands-on experience managing multiple courier partners will be preferred.

Work Experience: 1–3 years

Working days: Monday - Saturday

Location: Head Office - Okhla Phase 1 - Delhi

Perks:

• Friendly atmosphere

• High learning & personal growth opportunity

• Flexible Timings

• Diverse work environment

Why Nutrabay:

We believe in an open, intellectually honest culture where everyone is given the autonomy to contribute

and do their life’s best work. As a part of the dynamic team at Nutrabay, you will have a chance to learn

Nutrabay new things, solve new problems, build your competence and be a part of an innovative marketing-and-

tech startup that’s revolutionising the health industry.

Working with Nutrabay can be fun, and a place of a unique growth opportunity. Here you will learn how

to maximise the potential of your available resources. You will get the opportunity to do work that helps

you master a variety of transferable skills, or skills that are relevant across roles and departments. You

will be feeling appreciated and valued for the work you delivered. We are creating a unique company

culture that embodies respect and honesty, which will create more loyal employees than a company that

simply shells out cash. We trust our employees and their voice and ask for their opinions on important

business issues.

About Nutrabay:

Nutrabay is the largest health & nutrition store in India. Our vision is to keep growing, have a sustainable

business model, and continue to be the market leader in this segment by launching many innovative

products. We are proud to have served over 1 million customers uptill now, and our family is constantly

growing.We have built a complex and high-converting eCommerce system, and our monthly traffic has grown to

a million. We are looking to build a visionary and agile team to help fuel our growth and contribute

towards further advancing the continuously evolving product.

Funding:

We raised $5 million in a Series A funding.