Job Summary:
The Order Processing Executive is responsible for efficiently managing the end-to-end process of customer orders, ensuring accuracy, timeliness, and seamless coordination with internal departments such as warehouse, logistics, and customer service. The role plays a critical part in maintaining customer satisfaction by ensuring orders are fulfilled accurately and promptly.
Key Responsibilities:
- Receive and process customer orders through ERP, e-commerce platforms, or manual entries.
- Validate and verify order details including pricing, availability, and delivery schedules.
- Coordinate with inventory and warehouse teams to ensure stock availability and timely dispatch.
- Communicate with logistics partners to arrange pickups, track shipments, and resolve delivery issues.
- Monitor order status and proactively update customers on delays or changes.
- Resolve order-related queries, complaints, and discrepancies efficiently.
- Prepare and maintain accurate records of orders, invoices, and dispatches.
- Collaborate with the customer service team to provide a seamless order experience.
- Identify and escalate recurring issues to the appropriate departments for resolution.
- Generate daily/weekly/monthly reports related to order status, delays, and fulfilment rates.
Key Requirements:
Education: Graduate in any discipline
Experience: 23 years in order processing, logistics, or a similar role in retail/e-commerce
Technical Skills:
- Proficiency in MS Excel and order processing software (e.g., SAP, Oracle, Tally, Zoho, etc.)
- Familiarity with e-commerce platforms like Shopify, Magento, or marketplaces like Amazon, Ajio, Nykaa, Myntra, etc
Soft Skills:
- Strong attention to detail and accuracy
- Excellent communication and coordination skills
- Problem-solving and multitasking abilities
- Customer-focused attitude
Key Performance Indicators (KPIs):
- Order accuracy rate
- Customer complaint resolution rate
- On-time dispatch rate
- Order processing turnaround time (TAT)
- Inventory mismatch incidents
- Reduction in order cancellations due to processing errors
