Customer Handling & Support
- Handle customer queries received through calls, WhatsApp, email and e-commerce platforms.
- Respond to customer enquiries regarding products, prices, availability, orders, delivery and payments.
- Resolve customer complaints professionally and ensure timely closure.
- Follow up with customers regarding pending orders, deliveries, returns and replacements.
- Maintain a positive relationship with customers and ensure a high level of customer satisfaction.
Sales & Order Coordination
- Coordinate with customers for online orders and enquiries.
- Process and track orders received through various e-commerce channels.
- Monitor orders from order placement until dispatch and delivery.
- Coordinate with the warehouse, logistics, billing and sales teams for timely order processing.
- Follow up on pending, delayed, cancelled and returned orders.
- Coordinate for replacement/refund requests as per company policy.
E-Commerce Platform Coordination
- Monitor customer orders and queries on e-commerce portals/marketplaces.
- Handle marketplace tickets, customer complaints and order-related issues.
- Coordinate with marketplace teams wherever required.
- Ensure accurate product information, pricing, availability and order details.
- Monitor customer feedback and ratings and escalate recurring issues to the concerned team.
Sales Follow-Up & Business Support
- Follow up with customers for repeat orders and potential sales opportunities.
- Support the sales team in converting enquiries into orders.
- Maintain customer databases and records.
- Track leads, enquiries, orders and follow-ups.
- Identify recurring customer requirements and communicate them to the Sales/E-Commerce Manager.
Reporting & MIS
- Prepare daily/weekly/monthly sales and order reports.
- Maintain records of customer complaints, returns, cancellations and resolutions.
- Track pending orders and follow-up status.
- Provide regular updates to the reporting manager on sales performance and customer issues.
- Maintain accurate data in Excel/CRM/e-commerce systems.
Coordination With Internal Teams
The candidate will regularly coordinate with:
- E-Commerce Team
- Sales Team
- Warehouse & Dispatch Team
- Logistics/Courier Partners
- Billing & Accounts Team
- Customer Service Team
- Marketing Team
Required Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer handling and problem-solving skills.
- Good follow-up and coordination abilities.
- Good knowledge of MS Excel, Word and Email.
- Basic understanding of e-commerce platforms/marketplaces.
- Ability to manage multiple orders, queries and follow-ups simultaneously.
- Good attention to detail and accuracy.
- Strong interpersonal skills and a customer-centric approach.
- Ability to work under deadlines and handle pressure.
- Knowledge of CRM/e-commerce seller portals will be an added advantage.
Qualification & Experience
- Graduate in any discipline.
- 0–3 years of experience in Sales Coordination, Customer Support, E-Commerce Operations, Inside Sales or Order Management.
- Candidates with experience in FMCG, Cosmetics, Consumer Care, Pharma or similar consumer-facing businesses will be preferred.
Pay: ₹11,532.08 - ₹20,000.00 per month
Work Location: In person
