ABOUT APKAMART
ApkaMart is a Udaipur-based handmade home décor brand selling authentic Rajasthani crafts since 2012 — on marketplaces and through our own website. We have built a loyal customer base across India and are now systematically building the operational backbone to scale further.
WHY THIS ROLE MATTERS
Post-order experience is where customer loyalty is won or lost. With a high COD order mix and customers spread across India, we need someone sharp to own everything that happens after dispatch — from tracking stuck shipments to converting RTO attempts into successful deliveries. This is a high-ownership role with direct impact on revenue and reputation.
WHAT YOU WILL DO
CUSTOMER SERVICE
▸ Handle inbound customer queries across WhatsApp, email, and phone — order status, delivery delays, product questions
▸ Manage NDR (Non-Delivery Report) cases — call customers, update addresses, coordinate re-attempts with courier teams
▸ Identify and escalate genuine customer grievances; maintain response TAT within defined SLAs
RETURNS & RTO MANAGEMENT
▸ Track all return-in-transit shipments
▸ Receive and verify returned orders; log into WMS; coordinate refunds or replacements per policy
▸ Identify patterns in RTO — wrong addresses, product dissatisfaction — and flag to the team
▸ Work with the dispatch team to minimise re-RTO on second attempts
TRACKING & ESCALATIONS
▸ Daily tracking of all active shipments — flag stuck orders , lost shipments, and delivery exceptions
▸ Raise tickets with courier partners for escalations and claims
▸ Maintain a live escalation tracker — open issues, TAT, resolution status
▸ Prepare weekly ops MIS: delivery rate, RTO %, NDR resolution %, pending claims
YOU ARE A GREAT FIT IF
▸ You have 2–3 years of experience in e-commerce operations, customer service, or logistics coordination
▸ You understand COD logistics — NDR, RTO, re-attempts, and how courier zones work
▸ You are calm under pressure, can handle unhappy customers without losing composure
▸ You are proactive — you don't wait for problems to escalate before acting
▸ Strong written and spoken Hindi; working English proficiency for emails and platform use
NICE TO HAVE
▸ Experience with WhatsApp Business
▸ Familiarity with WMS for return logging
▸ Prior experience at a D2C brand in the home décor or lifestyle category
WHAT WE OFFER
▸ A role where your decisions directly affect delivery success and customer satisfaction
▸ Exposure to full post-order stack: courier coordination, WMS, customer comms, and analytics
▸ Growth path into a senior operations or team lead role as we scale
Pay: ₹250,000.00 - ₹500,000.00 per year
Work Location: In person
