E Commerce Operations Executive

Role & responsibilities

The role involves speaking directly with customers as well as working on Shopify and logistics/customer communication platforms.

Key Responsibilities

• Coordinate customer communication through calls, WhatsApp and Interakt
• Process and manage orders through Shopify
• Book courier shipments for confirmed orders using platforms such as Shipway, Bluedart
• Generate shipping labels/AWB numbers and ensure orders are ready for dispatch
• Track shipments and coordinate with customers in case of delivery issues
• Follow up on undelivered/NDR shipments where required
• Maintain accurate records of confirmed, cancelled and pending orders
• Coordinate with the packing/dispatch team to ensure orders are shipped on time
• Update customer/order statuses across Shopify, Shipway and Interakt

What Were Looking For

• Good spoken English;
• Confident and polite communication over the phone
• Comfortable speaking with customers and following up on leads
• Basic computer and Excel/Google Sheets knowledge
• Comfortable learning and working with software such as Shipway and Interakt
• Organised and detail-oriented
• Ability to handle multiple orders and customer conversations simultaneously
• Previous experience in e-commerce, customer support, telesales, order processing or logistics is preferred

Ideal Candidate

Someone who is customer-friendly but also commercially minded — able to help a hesitant customer complete an order while ensuring confirmed orders move smoothly from the website to dispatch.

Key Performance Areas

• Order confirmation rate
• Abandoned-cart conversion
• COD cancellation/RTO reduction
• Speed and accuracy of order processing
• Timely courier booking and dispatch
• Customer response and follow-up quality