# Job Title: E-commerce & Logistics Executive
*Department:* E-commerce / Operations
*Reports to:* E-commerce Manager / Operations Manager
*Location:* Sampada, Patparganj Industrial Area, New Delhi - 110092
## Role Overview
We are looking for a highly organised and detail-oriented *E-commerce & Logistics Executive* to manage Sampada’s day-to-day online order operations.
The role will be responsible for ensuring that online orders are accurately processed through Shopify, packed and labelled correctly, dispatched on time, and delivered efficiently. The candidate will also manage relationships with multiple shipping partners, resolve logistics-related customer issues, maintain credit notes and POS billing, and ensure all required documentation is accurately shared with the Accounts team.
The ideal candidate should be comfortable working with *Shopify, POS systems, logistics/shipping platforms, Excel/Google Sheets*, and multiple internal and external stakeholders.
## Key Responsibilities
### 1. Online Order Management
* Manage the complete order processing cycle for Sampada's online orders.
* Work confidently on *Shopify* to process, manage, and fulfil customer orders.
* Ensure orders are picked, packed, and dispatched accurately and within the defined timelines.
* Print the *correct shipping labels* and ensure the correct products and quantities are shipped against each order.
* Monitor pending and unfulfilled orders daily.
* Ensure no order remains pending beyond the committed dispatch timeline.
* Coordinate with the relevant teams to resolve issues that may delay order dispatch.
### 2. Daily Order Reporting & Escalation
* Prepare and share a *daily report of pending, unfulfilled, and delayed orders*.
* Track the ageing of pending orders and proactively follow up on anything approaching or exceeding the dispatch timeline.
* Immediately *flag delayed or stuck orders* to the relevant team/manager.
* Maintain visibility on the status of all online orders from placement through dispatch and delivery.
### 3. Shipping & Logistics Management
* Coordinate daily shipments with Sampada's *3–4 shipping/logistics partners*.
* Compare shipping rates, service levels, delivery timelines, and performance across vendors.
* Allocate shipments to the most appropriate logistics partner based on *cost, speed, destination, and service reliability*.
* Negotiate and work with shipping vendors to achieve the *best possible shipping rates and faster delivery timelines*.
* Track shipments and follow up on delayed, stuck, lost, or incorrectly routed parcels.
* Maintain strong working relationships with all logistics partners.
### 4. Customer Parcel & Logistics Issues
* Take ownership of logistics-related customer issues from the time they are raised until resolution.
* Coordinate with courier partners regarding:
* Delayed deliveries
* Lost parcels
* Failed delivery attempts
* Incorrect addresses
* Damaged shipments
* Parcels returned to sender
* Other shipping-related issues
* Ensure customers receive timely updates and that issues are resolved as quickly as possible.
* Maintain a record of recurring logistics issues and escalate vendor performance concerns.
### 5. POS, Credit Notes & Billing
Create and maintain *bills/invoices on the POS system* as required.
* Process and maintain *credit notes* accurately.
* Ensure all sales, returns, refunds, and credit notes are properly documented.
* Ensure POS records are consistent with the corresponding online orders and transactions.
### 6. Accounts Coordination
* Maintain all necessary documentation related to online sales, shipping, credit notes, returns, and billing.
* Provide the *required documents and reports to the Accounts team* in a timely and organised manner.
* Coordinate with Accounts to resolve discrepancies or missing documentation.
* Ensure records are complete and easily accessible for reconciliation and accounting purposes.
## Skills & Qualifications
* 2–5 years of experience in *e-commerce operations, order management, logistics, or online retail*.
* Strong hands-on knowledge of *Shopify* is essential.
* Experience with *POS systems* and online order processing.
* Experience coordinating with multiple courier/shipping vendors.
* Good understanding of shipping, fulfilment, returns, and delivery processes.
* Strong Excel/Google Sheets skills.
* Good numerical and organisational skills.
* Excellent attention to detail.
* Strong follow-up and problem-solving abilities.
* Good communication skills and ability to coordinate with internal teams, customers, and external logistics partners.
* Ability to work independently and take ownership of pending issues.
## What We Are Looking For
We are looking for someone who *owns the online order from the moment it is placed until it reaches the customer*.
The person should be proactive rather than reactive. They should continuously monitor pending orders, identify delays before they become customer complaints, follow up with shipping partners, and ensure issues are closed rather than simply reported.
They should have a strong sense of urgency and understand that *an order sitting unshipped, a wrong label, or a delayed parcel directly impacts the customer experience.*
## Key Performance Indicators (KPIs)
* % of orders dispatched within the defined SLA
* Number of orders pending beyond SLA
* Accuracy of order fulfilment and shipping labels
* Shipping cost per order
* Average delivery time
* Shipping vendor performance
* Timeliness of resolution of logistics issues
* Number of unresolved/stuck shipments
* Accuracy of POS bills and credit notes
* Timeliness and accuracy of documentation provided to Accounts
* Overall online order fulfilment accuracy
Pay: ₹18,000.00 - ₹22,000.00 per month
Work Location: In person
