We are seeking an enthusiastic and detail-oriented E-Commerce Executive to manage order processing, logistics, and customer experience across multiple communication channels. The role requires strong coordination, analytical skills, and the ability to ensure smooth day-to-day e-commerce operations while driving process efficiency and customer satisfaction.
Key Responsibilities
Order Management & Fulfilment
Handle end-to-end order processing, including order confirmation, packaging, and dispatch.
Ensure timely delivery of products to customers while maintaining accuracy and efficiency.
Regularly track, update, and resolve open order-related tickets within set timelines.
Maintain logs for lost, damaged, or delayed deliveries and share monthly reports with relevant authorities.
Carry out monthly closure, reconciliation, and MIS reporting.
Customer Support & Relationship Management
Act as the primary contact for customer inquiries regarding products, services, and brand information.
Respond promptly via phone, WhatsApp, social media, email, and live chat.
Handle customer complaints with empathy, following escalation protocols when necessary.
Share performance reports with management regarding customer complaints, resolution status, and service quality.
Build and maintain strong professional relationships with customers to understand requirements and support business growth.
Logistics & Supply Chain Management
Develop and implement logistics and fulfilment strategies to improve supply chain efficiency.
Forecast demand and plan for future logistics requirements.
Analyse logistics data to identify trends, gaps, and potential improvements.
Identify risks in supply chain operations and prepare contingency solutions.
Coordinate with vendors, logistics partners, and internal teams to ensure smooth order flow.
Operational Excellence & Reporting
Evaluate customer issue resolution approaches to improve service efficiency.
Maintain detailed MIS reports to track customer requests, complaints, and resolutions.
Provide actionable insights to support process optimization and organizational growth.
Ensure all escalations are tracked, followed up, and closed as per SLA timelines.
Requirements
Graduate in Business, Commerce, Supply Chain, or a related field (MBA preferred).
2-4 years of experience in e-commerce operations, logistics, or customer support.
Strong knowledge of e-commerce platforms, order management systems, and CRM tools.
Excellent communication skills across written, verbal, and digital channels.
Analytical mindset with proficiency in MS Excel, Google Sheets, and reporting tools.
Ability to multitask, work under pressure, and meet tight deadlines.
Problem-solving skills with a customer-first mindset.
Key Competencies
Order and Inventory Management
Customer Relationship Management
Data Analysis and MIS Reporting
Logistics and Supply Chain Oversight
Escalation and Complaint Handling
Cross-Functional Team Collaboration
Location
[Noida]
Employment Type
Full-Time, On-site
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
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