Sales and Customer Support Executive

Job Description Logistics & Sales ExecutiveJob Summary

The Logistics & Sales Executive will be responsible for coordinating order dispatches, tracking shipments, managing delivery issues, providing customer support, and driving upselling and cross-selling opportunities through customer interactions.

The role requires close coordination with warehouses, logistics partners, e-commerce/quick-commerce platforms, and customers to ensure smooth order fulfillment while also increasing Average Order Value (AOV) and repeat purchases.

Key Responsibilities1. Logistics & Order Management

• Coordinate daily order processing, packing, and dispatch activities.
• Monitor shipment status and ensure timely deliveries.
• Coordinate with warehouses, aggregators, courier, and delivery partners.
• Resolve delivery delays, shortages, RTOs, and damaged shipment issues.
• Maintain dispatch, delivery, and inventory records.
• Prepare daily/weekly logistics MIS and reports.
• Ensure proper documentation for invoices, e-way bills, and dispatch records.
• Coordinate with e-commerce and quick-commerce partners for order fulfillment.

2. Customer Support

• Handle customer queries through phone, WhatsApp, email, and other communication channels.
• Resolve complaints related to orders, deliveries, payments, products, and returns.
• Provide customers with timely order and delivery updates.
• Maintain customer records and service requests.
• Coordinate with internal teams to resolve customer issues quickly.
• Maintain high customer satisfaction and response-time standards.

3. Upselling & Cross-Selling

• Identify opportunities to increase order value during customer interactions.
• Recommend relevant products based on the customer's purchase.

Example:
If a customer is purchasing Cow Ghee, suggest complementary products such as Honey, Himalayan Pink Salt, Protein Coffee, or another Ghee variant.

• Communicate product benefits, offers, combos, and ongoing promotions.
• Encourage customers to add relevant products to their existing order.
• Promote combo packs, higher-value packs, and multiple-SKU purchases.
• Follow up with customers for repeat purchases and relevant product recommendations.
• Maintain a consultative selling approach recommend, don't force.
• Work towards improving AOV, conversion rate, repeat purchase rate, and upsell revenue.

Key Sales KPIs

• Upselling Revenue
• Cross-Selling Revenue
• Average Order Value (AOV)
• Add-on Product Rate
• Repeat Purchase Rate
• Customer Conversion Rate
• Customer Satisfaction / Response Time

Required Skills

• Excellent communication and convincing skills.
• Strong customer-handling and relationship-building abilities.
• Basic sales and upselling skills.
• Strong coordination and problem-solving abilities.
• Proficiency in MS Excel, Word, and email communication.
• Understanding of logistics and e-commerce operations.
• Ability to manage multiple customers and operational tasks simultaneously.
• Target-oriented and comfortable working with sales KPIs.

Qualification & Experience

• Graduate in any discipline; MBA/PGDM preferred.
• 1–3 years of experience in Logistics, Customer Support, Inside Sales, E-commerce, FMCG, or Quick Commerce.
• Experience in D2C/e-commerce customer handling and upselling will be preferred.

Key Competencies

• Customer-centric approach
• Sales-oriented mindset
• Communication & persuasion
• Attention to detail
• Problem-solving
• Time management
• Team coordination
• Analytical & reporting skills
• Upselling & cross-selling ability
• Target/KPI orientation

Role ObjectiveEnsure every order is delivered smoothly while maximizing customer value through relevant product recommendations, upselling, cross-selling, and repeat purchases.

Interested Candidate contact at [phone removed] or mail at [email removed]