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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Skills: customer support,shipping and logistics,e-commerce,order fulfillment,customer success,shopify management,rto management,order processing,customer relationship management,return order handling,ecommerce operations
