Customer Relationship & Order Fulfilment Manager

Role Title:

Customer Relationship & Order Fulfilment Manager

Department:

Operations / E-commerce / Customer Experience

Reports to:

Founder / Head of Operations / E-commerce Manager

Role Summary:

The Customer Relationship and Order Fulfilment Manager is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns.

Key Responsibilities:

Order Fulfilment & Logistics:

• Oversee daily order processing from confirmation to dispatch across website and marketplaces.
• Coordinate with warehouse or dispatch team to ensure timely packaging and shipping.
• Monitor courier tracking updates and resolve in-transit issues.
• Ensure all dispatch and delivery timelines are met.

Customer Relationship Management:

• Manage all customer queries via email, WhatsApp, and social media DMs.
• Resolve issues related to size exchanges, order delays, returns, and refunds with empathy.
• Send proactive order updates and respond with personalized support.
• Maintain a warm, brand-aligned tone across all communication.

Returns & Reverse Pickups:

• Initiate and coordinate reverse pickups and exchange shipments.
• Track and process refunds or replacements after QC.
• Update internal systems with return statuses and communicate clearly with customers.

Performance Monitoring & Reporting:

• Maintain CRM logs of issues, resolutions, and customer feedback.
• Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc.
• Recommend process improvements based on recurring feedback.

Key Skills Required:

• Excellent written and verbal communication (English + Hindi)
• Empathy-driven and solution-oriented
• Strong organizational and coordination abilities
• Familiarity with Shopify, Delhivery, or similar platforms
• Google Sheets / Excel proficiency
• Past experience in D2C, fashion, or e-commerce preferred

Job Type: Full-time

Pay: ₹18,000.00 - ₹20,000.00 per month

Schedule:

• Day shift

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please specify area of residence

Education:

• Bachelor's (Preferred)

Experience:

• E-commerce: 3 years (Preferred)
• total work: 3 years (Preferred)

Work Location: In person