CRM & E-commerce Merchandising Executive

Job Title: CRM & E-commerce Merchandising Executive

Key Responsibilities

1. Customer Relationship Management (CRM):

• Connect with customers

  to confirm Cash on Delivery (COD) orders.
• Follow up on

  abandoned carts

  to recover potential sales via calls, messages, or emails.
• Maintain proactive communication to enhance

  customer satisfaction and loyalty

  .

2. Customer Support:

• Handle

  returns, exchanges, refunds

  , and general queries across all sales channels.
• Respond to customer concerns with

  clarity and professionalism.

• Coordinate internally with production team and logistic partner to resolve customer issues quickly.

3. Order Management & Processing:

• Oversee order flow from placement to dispatch

  , ensuring timely and accurate processing.

4. NDR & RTO Management:

• Track and resolve

  Non-Delivery Reports (NDR)

  in coordination with courier partners.
• Handle

  Return to Origin (RTO)

  orders effectively to minimize losses and improve delivery success rate.

5. Return & Exchange Processing:

• Process

  return and exchange orders

  in a timely manner.

Requirements:

• Experience in

  e-commerce operations and CRM tools

  .
• Strong communication skills, both verbal and written.
• Familiarity with

  shopify and

  order management systems

  .
• Ability to multitask, solve problems, and manage customer expectations efficiently.