Key Responsibilities 1. Order & Shipment Handling Manage customer queries related to orders, shipping status, delivery timelines, returns, and replacements. Track shipments using logistics dashboards/courier portals and provide timely updates. Coordinate with warehouse teams for dispatch, pick-pack-ship issues, and inventory availability. 2. Customer Communication Handle calls, emails, chats, and tickets for customer concerns. Provide accurate information regarding shipment status, delays, damages, or non-delivery. Maintain a polite, positive, and solution-oriented communication style. 3. Issue Resolution & Escalations Address delivery failures, RTO cases, lost shipments, and damaged product complaints. Raise delivery escalations with courier partners. Follow up until final resolution and keep customers informed. 4. Coordination With Logistics Partners Liaise with 3PL partners (Delhivery, Ekart, Bluedart, Xpressbees, etc.). Check AWB issues, pickup delays, misroutes, or exceptions. Ensure SLA adherence and timely order movement. 5. Operations & Reporting Update CRM, OMS, or ERP systems with customer notes and actions taken. Prepare daily reports: pending orders, delayed shipments, RTO analysis, and customer tickets. Identify recurring problems and suggest operational improvements. Skills & Qualifications1–3 years experience in e-commerce customer support / logistics coordination. Strong communication skills (oral & written). Knowledge of order management systems, tracking portals, CRM tools. Good problem-solving and follow-up mindset. Ability to handle pressure and multitask. Basic Excel and documentation skills.

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Customer Support Executive