Job Description

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

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.
Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?31,000.00 per month

Application Question(s):

What is your notice period? What is your current CTC? What is your expected CTC? This is a work from office role in Gurugram, are you willing to work from office? How many years of experience do you have in e-commerce order management and related operations? Have you processed orders through Shopify before? Please describe your experience. Have you handled customer communication (calls + chat)? How do you reduce RTO and improve delivery success rate?
Work Location: In person