Role Title: Customer Relationship & Order Fulfilment Manager Department: Operations / E-commerce / Customer Experience Reports to: Founder / Head of Operations / E-commerce Manager Role Summary: The Customer Relationship and Order Fulfilment Manager is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Oversee daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Customer Relationship Management: Manage all customer queries via email, WhatsApp, and social media DMs. Resolve issues related to size exchanges, order delays, returns, and refunds with empathy. Send proactive order updates and respond with personalized support. Maintain a warm, brand-aligned tone across all communication. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Performance Monitoring & Reporting: Maintain CRM logs of issues, resolutions, and customer feedback. Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc. Recommend process improvements based on recurring feedback. Key Skills Required: Excellent written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Past experience in D2C, fashion, or e-commerce preferred Job Type: Full-time Pay: ₹18,000.00 - ₹20,000.00 per month Schedule: Day shift Ability to commute/relocate: Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Please specify area of residence Education: Bachelor's (Preferred) Experience: E-commerce: 3 years (Preferred) total work: 3 years (Preferred) Work Location: In person
Role Title: Customer Relationship Executive Department: Operations / E-commerce / Customer Experience Reports to: Founder / Head of Operations / E-commerce Manager Role Summary: The Customer Relationship and Order Fulfilment Executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Oversee daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Customer Relationship Management: Manage all customer queries via email, WhatsApp, and social media DMs. Resolve issues related to size exchanges, order delays, returns, and refunds with empathy. Send proactive order updates and respond with personalized support. Maintain a warm, brand-aligned tone across all communication. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Performance Monitoring & Reporting: Maintain CRM logs of issues, resolutions, and customer feedback. Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc. Recommend process improvements based on recurring feedback. Key Skills Required: Excellent written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Past experience in D2C, fashion, or e-commerce preferred Job Type: Full-time Pay: ₹18,000.00 - ₹20,000.00 per month Ability to commute/relocate: Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): * Do you have reasonable ability of spoken, written and reading skills in English as well as Hindi? Any other languages? Please specify area of residence. Education: Bachelor's (Preferred) Experience: E-commerce: 2 years (Preferred) total work: 3 years (Preferred) Work Location: In person
Role Title: Customer Relationship Executive Department: Operations / E-commerce / Customer Experience Reports to: Founder / Head of Operations / E-commerce Manager Role Summary: The Customer Relationship and Order Fulfilment Executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns. Key Responsibilities: Order Fulfilment & Logistics: Oversee daily order processing from confirmation to dispatch across website and marketplaces. Coordinate with warehouse or dispatch team to ensure timely packaging and shipping. Monitor courier tracking updates and resolve in-transit issues. Ensure all dispatch and delivery timelines are met. Customer Relationship Management: Manage all customer queries via email, WhatsApp, and social media DMs. Resolve issues related to size exchanges, order delays, returns, and refunds with empathy. Send proactive order updates and respond with personalized support. Maintain a warm, brand-aligned tone across all communication. Returns & Reverse Pickups: Initiate and coordinate reverse pickups and exchange shipments. Track and process refunds or replacements after QC. Update internal systems with return statuses and communicate clearly with customers. Performance Monitoring & Reporting: Maintain CRM logs of issues, resolutions, and customer feedback. Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc. Recommend process improvements based on recurring feedback. Key Skills Required: Excellent written and verbal communication (English + Hindi) Empathy-driven and solution-oriented Strong organizational and coordination abilities Familiarity with Shopify, Delhivery, or similar platforms Google Sheets / Excel proficiency Past experience in D2C, fashion, or e-commerce preferred Job Type: Full-time Pay: ₹18,000.00 - ₹20,000.00 per month Ability to commute/relocate: Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): * Do you have reasonable ability of spoken, written and reading skills in English as well as Hindi? Any other languages? Please specify area of residence. Education: Bachelor's (Preferred) Experience: E-commerce: 2 years (Preferred) total work: 3 years (Preferred) Work Location: In person