Role Overview The E-commerce Order Operations Executive manages end-to-end order fulfillment customer communication courier coordination issue resolution and overall operational support to ensure a smooth post-purchase experience The person will act as a bridge between customers warehouse and courier partners Key Responsibilities 1 Order Fulfillment Processing Process and verify orders from Shopify or other platforms Coordinate with warehouse packing team to ensure timely order dispatch Monitor daily order flow and ensure no order is left unattended 2 Customer Support Communication Handle customer queries via WhatsApp DelightChat phone or email Make follow-up calls especially for abandoned carts or missed messages Understand customer issues and provide satisfactory resolutions 3 RTO Returns Management Manage return orders and process refunds according to company policy Track RTO Return-to-Origin cases and take preventive actions to reduce rate Manage NDR escalations and coordinate re-attempt delivery requests 4 Courier Logistics Coordination Coordinate with courier partners like Delhivery for Wrong deliveries Lost shipments Damaged parcels Delayed deliveries Raise tickets and track escalations until issues are resolved 5 Issue Resolution Take charge of operational issues such as Missing items Wrong product shipped Parcel damage complaints COD-related issues Call and verify COD customers before dispatch 6 Reporting Documentation Update operational trackers daily order sheet RTO sheet courier issue logs Prepare weekly reports on customer issues courier escalations NDR success etc Required Skills Competencies Good communication skills English and Hindi Experience in customer communication calls chat Knowledge of DelightChat WhatsApp Business Shopify preferred Strong coordination and follow-up skills Ability to handle pressure and resolve operational escalations calmly Detail-oriented with a sense of ownership Excel Google Sheets proficiency Qualification Bachelor s degree in any discipline Experience in e-commerce operations or logistics management preferred Job Types Full time Permanent Pay 20 000 00 - 31 000 00 per month Application Question s What is your notice period What is your current CTC What is your expected CTC This is a work from office role in Gurugram are you willing to work from office How many years of experience do you have in e-commerce order management and related operations Have you processed orders through Shopify before Please describe your experience Have you handled customer communication calls chat How do you reduce RTO and improve delivery success rate Work Location In person