Job Description

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