Customer Service & Operations Coordinator

We are hiring a proactive, detail-oriented Customer Service & Operations Coordinator to support our print-on-demand production and global order fulfillment. This is a hybrid role that sits at the intersection of customer communication, production coordination, shipment tracking, and real-time reporting.

Youll be the go-to person for order flow visibilityfrom the moment an order is received to when its printed, packed, and delivered.

Role & responsibilities:

Customer Support

• Respond to order-related queries via email, chat, and phone, in fluent English
• Manage customer expectations around delivery timelines, product options, and returns
• Proactively follow up on delayed orders, address mismatches, and resolve complaints professionally

Order & Shipment Coordination

• Monitor live orders from platforms like Shopify, Etsy, and WooCommerce
• Coordinate with production teams to ensure timely printing and dispatch
• Generate daily shipping label files, track courier updates, and flag delivery issues

Production & Inventory Coordination

• Track SKU-wise production status, raise alerts for bottlenecks or missing inputs
• Maintain inventory logs for packaging materials, blanks, jigs, etc.
• Help ensure orders are packed as per SOPs and handed over to the right courier

Reporting & Dashboard Management

• Build and maintain real-time dashboards in Google Sheets or Excel
• Use formulas like VLOOKUP, INDEX/MATCH, SUMIFS, QUERY, IMPORTRANGE for operational tracking
• Share daily/weekly reports for:
• Pending orders
• Production delays
• Shipment exceptions
• Inventory stock levels

Cross-Team Communication

• Bridge communication between designers, printers, packers, customer care, and dispatch
• Log issues and support CAPA (Corrective Action Plan) for repeated complaints

Preferred candidate profile

• 2-4 years experience in eCommerce, D2C, or print-on-demand businesses
• Strong command over Google Sheets, Excel, and real-time dashboarding
• Excellent English communication skills both written and verbal
• Highly organized, proactive, and comfortable handling 20+ open issues simultaneously
• Familiar with tools like Shiprocket, AfterShip, Slack, Google Drive, WhatsApp Web
• Worked with print-on-demand or custom-made product brands
• Experience coordinating with printing teams, cutter operators, or QC staff
• Exposure to TAT SLAs, cutoff times, and international shipping constraints