E-Commerce Executive

Job Description: E-Commerce Executive

Position Overview

We are seeking an enthusiastic and detail-oriented E-Commerce Executive to manage order processing, logistics, and customer experience across multiple communication channels. The role requires strong coordination, analytical skills, and the ability to ensure smooth day-to-day e-commerce operations while driving process efficiency and customer satisfaction.

Key Responsibilities

Order Management & Fulfilment

• Handle end-to-end order processing, including order confirmation, packaging, and dispatch.
• Ensure timely delivery of products to customers while maintaining accuracy and efficiency.
• Regularly track, update, and resolve open order-related tickets within set timelines.
• Maintain logs for lost, damaged, or delayed deliveries and share monthly reports with relevant authorities.
• Carry out monthly closure, reconciliation, and MIS reporting.

Customer Support & Relationship Management

• Act as the primary contact for customer inquiries regarding products, services, and brand information.
• Respond promptly via phone, WhatsApp, social media, email, and live chat.
• Handle customer complaints with empathy, following escalation protocols when necessary.
• Share performance reports with management regarding customer complaints, resolution status, and service quality.
• Build and maintain strong professional relationships with customers to understand requirements and support business growth.

Logistics & Supply Chain Management

• Develop and implement logistics and fulfilment strategies to improve supply chain efficiency.
• Forecast demand and plan for future logistics requirements.
• Analyse logistics data to identify trends, gaps, and potential improvements.
• Identify risks in supply chain operations and prepare contingency solutions.
• Coordinate with vendors, logistics partners, and internal teams to ensure smooth order flow.

Operational Excellence & Reporting

• Evaluate customer issue resolution approaches to improve service efficiency.
• Maintain detailed MIS reports to track customer requests, complaints, and resolutions.
• Provide actionable insights to support process optimization and organizational growth.
• Ensure all escalations are tracked, followed up, and closed as per SLA timelines.

Requirements

• Graduate in Business, Commerce, Supply Chain, or a related field (MBA preferred).
• 2–4 years of experience in e-commerce operations, logistics, or customer support.
• Strong knowledge of e-commerce platforms, order management systems, and CRM tools.
• Excellent communication skills across written, verbal, and digital channels.
• Analytical mindset with proficiency in MS Excel, Google Sheets, and reporting tools.
• Ability to multitask, work under pressure, and meet tight deadlines.
• Problem-solving skills with a customer-first mindset.

Key Competencies

• Order and Inventory Management
• Customer Relationship Management
• Data Analysis and MIS Reporting
• Logistics and Supply Chain Oversight
• Escalation and Complaint Handling
• Cross-Functional Team Collaboration

Location

[Noida]

Employment Type

Full-Time, On-site

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person