Job description
We are looking for a Customer Care & Order Processing Executive who is responsible for ensuring seamless customer support and efficient order fulfilment through Shopify by managing customer queries, processing orders, coordinating with warehouse and logistics teams, and delivering an excellent D2C customer experience.
Work Location : Mumbai (Lower Parel)
Required experience : 3-8 years of experience in customer service, D2C operations, or e-commerce order processing.
Key Responsibilities
Customer Care
- Handle customer inquiries via phone, email, WhatsApp, live chat, and social media.
- Assist customers with product information, order placement, and order status.
- Resolve complaints related to orders, deliveries, returns, exchanges, and refunds.
- Maintain customer records and ensure timely issue resolution.
- Escalate complex cases and gather customer feedback for service improvement.
Order Processing
- Process and verify Shopify orders.
- Generate invoices, shipping labels, and packing slips.
- Coordinate with warehouse teams for order fulfilment and dispatch.
- Monitor order status and ensure dispatch within defined TAT.
- Track shipments and provide delivery updates.
Returns & Logistics
- Process returns, exchanges, cancellations, and refunds.
- Coordinate reverse logistics and monitor RTO cases.
- Liaise with courier partners to resolve delivery issues and ensure SLA compliance.
Inventory & Website Support
- Coordinate stock availability with the inventory team.
- Update product inventory and basic product information on Shopify.
- Report inventory discrepancies affecting order fulfilment.
Reporting
- Maintain accurate order and customer service records.
- Prepare operational MIS reports on orders, returns, refunds, and customer queries.
- Track customer service and operational KPIs.
Required Skills
- Shopify order management.
- Customer service and relationship management.
- D2C e-commerce operations.
- Courier aggregator platforms (Shiprocket, NimbusPost, Pickrr, etc.).
- Microsoft Excel and Google Sheets.
- CRM/customer support software.
- Strong communication, problem-solving, and multitasking skills.
- Hands-on experience with Shopify.
- Experience in the apparel, fashion, lifestyle, or retail industry is preferred.
Educational Qualification
- Bachelor's degree in any discipline.
- Certification in Customer Service, E-commerce, or Retail Operations is preferred.
Please feel to contact for more information.
Regards,
Aruna/ Yachna
Contact No. - 7710983049
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
