E-Commerce Executive

Role Overview

The E-commerce Order Operations Executive manages end-to-end order fulfillment, customer communication, courier coordination, issue resolution, and overall operational support to ensure a smooth post-purchase experience. The person will act as a bridge between customers, warehouse, and courier partners.

Key Responsibilities

1. Order Fulfillment & Processing

• Process and verify orders from Shopify or other platforms.
• Coordinate with warehouse/packing team to ensure timely order dispatch.
• Monitor daily order flow and ensure no order is left unattended.

2. Customer Support & Communication

• Handle customer queries via WhatsApp, DelightChat, phone, or email.
• Make follow-up calls, especially for abandoned carts or missed messages.
• Understand customer issues and provide satisfactory resolutions.

3. RTO & Returns Management

• Manage return orders and process refunds according to company policy.
• Track RTO (Return-to-Origin) cases and take preventive actions to reduce rate.
• Manage NDR escalations and coordinate re-attempt delivery requests.

4. Courier & Logistics Coordination

• Coordinate with courier partners (like Delhivery) for:
• Wrong deliveries
• Lost shipments
• Damaged parcels
• Delayed deliveries
• Raise tickets and track escalations until issues are resolved.

5. Issue Resolution

• Take charge of operational issues such as:
• Missing items
• Wrong product shipped
• Parcel damage complaints
• COD-related issues
• Call and verify COD customers before dispatch.

6. Reporting & Documentation

• Update operational trackers daily (order sheet, RTO sheet, courier issue logs).
• Prepare weekly reports on customer issues, courier escalations, NDR success, etc.

Required Skills & Competencies

• Good communication skills (English and Hindi).
• Experience in customer communication (calls + chat).
• Knowledge of DelightChat / WhatsApp Business / Shopify (preferred).
• Strong coordination and follow-up skills.
• Ability to handle pressure and resolve operational escalations calmly.
• Detail-oriented with a sense of ownership.
• Excel/Google Sheets proficiency.

Qualification

• Bachelor’s degree in any discipline.
• Experience in e-commerce operations or logistics management preferred.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹31,000.00 per month

Application Question(s):

• What is your notice period?
• What is your current CTC?
• What is your expected CTC?
• This is a work from office role in Gurugram, are you willing to work from office?
• How many years of experience do you have in e-commerce order management and related operations?
• Have you processed orders through Shopify before? Please describe your experience.
• Have you handled customer communication (calls + chat)?
• How do you reduce RTO and improve delivery success rate?

Work Location: In person