Customer Service and Operations Executive

About EcoRight

EcoRight is a purpose-driven, award-winning lifestyle brand founded by IIM Calcutta alumni. We create sustainable, design-led products that are fun, functional, and fashion-forward. As a house of conscious brands, we aim to make sustainability accessible to everyone through ethical production and quirky design.

Job Summary:

We are looking for a motivated and detail-oriented Customer Relations & Operations Executive to join our team, who will manage customer interactions, handle order processing, support daily operations, and maintain data accuracy using Excel. This role is perfect for someone early in their career who wants to grow in a dynamic, fast-paced environment.

Key Responsibilities:

Customer Relations & Support:

• Serve as the primary point of contact for all customer communications via email, phone calls, messaging apps.
• Respond to customer inquiries in a timely and professional manner, providing accurate information on products, orders, shipping, returns, and company policies.
• Address customer complaints with empathy and problem-solving mindset, ensuring quick and satisfactory resolution to maintain high levels of customer satisfaction.
• Proactively follow up with customers to confirm order satisfaction, resolve pending issues, or encourage repeat business.
• Keep customer records up to date by entering, verifying, and maintaining accurate information in the CRM system or internal databases.
• Work closely with internal teams (e.g. sales, logistics, marketing) to relay customer feedback, concerns, and recurring issues.

Order Management & Fulfillment:

• Process incoming customer orders efficiently through internal systems and e-commerce platforms like

  Shopify

  , ensuring accuracy in order details (e.g. product, quantity, address, pricing).
• Coordinate with the

  warehouse

  team to ensure inventory availability and correct packaging of items for dispatch.
• Track each order from confirmation to delivery; proactively communicate shipping delays, changes, or delivery status to customers.
• Handle order amendments such as address changes, item replacements, cancellations, and refunds as per company policy.
• Generate and review order-related documents such as invoices, shipping labels, delivery notes, and return forms.
• Ensure proper follow-through of return/exchange requests by coordinating between customers, warehouse, and finance.

Shipping & Logistics Coordination:

• Liaise with third-party logistics providers or courier partners to arrange timely pickup and delivery of orders.
• Monitor shipping timelines and performance; escalate delivery issues when necessary.
• Assist in troubleshooting delivery failures, package loss, damaged goods, or incorrect shipments.
• Maintain updated shipping records and reports for operational tracking and reconciliation.
• Suggest shipping optimizations to reduce cost or improve customer delivery experience.

Operational & Cross-functional Support:

• Assist in the daily coordination of operational tasks across departments to ensure seamless business functioning.
• Collaborate with inventory and purchasing teams to monitor stock levels and highlight low-stock or out-of-stock situations.
• Support backend operations for promotions, new product launches, and marketing campaigns by ensuring orders, listings, and shipping flows are aligned.
• Create and maintain accurate records of customer transactions, inventory movement, and order fulfillment for internal reporting.
• Perform routine quality checks to ensure orders meet company standards before dispatch.

Website & E-Commerce Platform Handling:

• Assist in managing the company’s

  Shopify

  store backend, including updating product listings, descriptions, stock levels, and pricing.
• Monitor Website for issues related to product visibility, navigation errors, or broken links, and report them to the appropriate team.
• Support basic content uploads for banners, homepage features, or announcements.
• Coordinate with the marketing/design team to ensure promotional campaigns are reflected accurately on the website.

Qualifications:

• Bachelor's degree in any discipline or equivalent.
• 0-2 years of experience in customer service, order processing, or operations.
• Proficient in Microsoft Excel (basic to intermediate level: formulas, data entry, sorting/filtering).
• Excellent communication and interpersonal skills.
• Strong attention to detail and organizational skills.
• Customer-focused mindset with problem-solving ability.

Why Join Us?

• Be part of a fast-growing, mission-led brand changing how people shop
• Work on meaningful products that are both stylish and sustainable
• Collaborate with a young, creative, and high-energy team where your ideas have real impact