Customer Support Executive

We are looking for a reliable and detail-oriented Customer Support & Package Tracking Executive to handle day-to-day customer queries, order issues, logistics follow-ups, and overall support for smooth e-commerce operations. The ideal candidate must understand e-commerce workflows, shipping partners, order tracking, RTO/return handling, and customer communication. Key Responsibilities 1. Customer Support (Phone, WhatsApp, Email) Resolve customer queries related to orders, product details, size issues, shipping delays, etc. Handle exchange/return requests and coordinate with warehouse/logistics. Maintain customer satisfaction through polite and helpful communication. Update customers with real-time tracking status. 2. Order Tracking & Logistics Follow-ups Monitor all shipments daily (forward + reverse). Track delayed, stuck, or RTO orders using shipping platforms (Shipway, Delhivery, Bluedart, India Post, etc.). Raise tickets with courier partners for lost shipments, weight disputes, and delivery issues. Maintain a log for undelivered orders and ensure proactive follow-ups. 3. Return & Exchange Management Track reverse pickups and ensure they reach the warehouse. Handle QC updates, wrong product disputes, and customer communication. Coordinate with the warehouse for quick resolution of return-related issues. 4. Reporting & Coordination Prepare daily MIS: delayed shipments, customer escalations, order status reports. Coordinate with internal teams (warehouse, production, accounts, listing team). Escalate critical issues to management with proper documentation. Required Skills Good communication skills (Hindi & English). Knowledge of e-commerce operations (Shopify/Marketplace handling preferred). Basic Excel skills (VLOOKUP, filters, formatting). Experience in order tracking, courier follow-ups, and customer interactions. Ability to handle pressure and multitask efficiently. Problem-solving mindset and attention to detail. Preferred Experience Worked with D2C brands or online marketplaces. Experience with order management tools like Shipway, Delhivery Panel, Ecom Express, etc. Basic understanding of inventory and warehouse coordination.