Customer Support & Logistics Coordinator
Remote | India | Full-Time
We are a US-based e-commerce company selling handcrafted wooden Mandirs across the United States. We are looking for a dependable and highly organized Customer Support & Logistics Coordinator to manage customer communication and coordinate order fulfillment.
This is primarily a customer support role. The right person will take ownership of customer issues, follow up consistently, and ensure that problems are resolved rather than simply passed to someone else.
Responsibilities
- Respond to customer inquiries through email, phone and WhatsApp
- Help customers with order updates, delivery questions, missing parts, damages, replacements and returns
- Communicate clearly and professionally with customers in the United States
- Follow each customer issue through to complete resolution
- Coordinate dispatches and delivery issues with our US third-party logistics warehouses
- Track delayed, damaged or missing shipments and escalate issues with carriers or warehouses
- Coordinate inventory and shipment information with our team in India
- Maintain an organized tracker of open customer and logistics issues
- Provide regular updates without needing repeated follow-up
- Occasionally assist with ordering supplies from vendors in China
- Identify recurring problems and suggest ways to improve the customer experience
Requirements
- Strong written and spoken English
- At least 1–3 years of experience in customer support, e-commerce operations, order management or logistics coordination
- Comfortable speaking with US customers by phone
- Experience using email, WhatsApp, Google Sheets and basic business software
- Strong attention to detail and follow-through
- Ability to remain calm and professional with frustrated customers
- Comfortable working independently in a remote environment
- Able to take ownership of a problem and drive it to resolution
- Willingness to work with some overlap with US business hours
Experience with Shopify, Amazon, Shiprocket, courier companies, freight companies, furniture brands or Indian D2C businesses is preferred but not required.
What We Are Looking For
We are not looking for someone who only responds to messages and waits for instructions.
We are looking for someone who:
- Notices when something is going wrong
- Follows up before being reminded
- Keeps customers informed
- Proposes solutions instead of only reporting problems
- Maintains accurate records
- Does not allow open issues to be forgotten
- Takes pride in providing an excellent customer experience
What We Offer
- Full-time remote position
- Direct communication with the business owner
- Opportunity to take ownership of the complete customer support and fulfillment operation
- Stable, long-term position for the right person
- Performance-based growth in compensation and responsibility
How to Apply
Please apply with your résumé and answer the following questions:
- Describe a customer issue that you personally handled from beginning to resolution.
- A customer says their order arrived damaged and is demanding an immediate refund. What would you do?
- What steps would you take if a warehouse says an order was dispatched but the tracking has not moved for five days?
- What is your current monthly salary and expected monthly salary?
- Are you comfortable speaking with customers in the United States by phone?
- Please provide a short voice or video introduction explaining your relevant experience.
Applications without answers to the screening questions may not be considered.
Pay: ₹20,000.00 - ₹31,000.28 per month
Work Location: Remote
