Job Description

e-Commerce Executive

Department:

Operations / E-commerce / Customer Experience

Reports to:

Head of Operations / Customer Relationship Manager

Role Summary:

The e-Commerce executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and ensuring customer 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:

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. Ensure international shipments are tracked on time and dispatched.

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. Update customers on tracking / delays in pick ups/ refunds etc.

Key Skills Required:

Past experience in D2C, fashion, or e-commerce preferred Reasonable 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
Job Type: Full-time

Pay: ₹15,000.00 - ₹18,000.00 per month

Ability to commute/relocate:

Mumbai Suburban, 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 (Required) total work: 3 years (Required)
Work Location: In person