Role Title Customer Relationship Order Fulfilment Manager Department Operations E-commerce Customer Experience Reports to Founder Head of Operations E-commerce Manager Role Summary The Customer Relationship and Order Fulfilment Manager is responsible for delivering exceptional customer service managing end-to-end order fulfilment and driving retention through smooth post-purchase experiences This role ensures all customer interactions are empathetic timely and brand-aligned while also coordinating logistics reverse pickups and returns Key Responsibilities Order Fulfilment Logistics Oversee daily order processing from confirmation to dispatch across website and marketplaces Coordinate with warehouse or dispatch team to ensure timely packaging and shipping Monitor courier tracking updates and resolve in-transit issues Ensure all dispatch and delivery timelines are met Customer Relationship Management Manage all customer queries via email WhatsApp and social media DMs Resolve issues related to size exchanges order delays returns and refunds with empathy Send proactive order updates and respond with personalized support Maintain a warm brand-aligned tone across all communication Returns Reverse Pickups Initiate and coordinate reverse pickups and exchange shipments Track and process refunds or replacements after QC Update internal systems with return statuses and communicate clearly with customers Performance Monitoring Reporting Maintain CRM logs of issues resolutions and customer feedback Share weekly monthly reports on return rates complaint categories delivery issues etc Recommend process improvements based on recurring feedback Key Skills Required Excellent written and verbal communication English Hindi Empathy-driven and solution-oriented Robust organizational and coordination abilities Familiarity with Shopify Delhivery or similar platforms Google Sheets Excel proficiency Past experience in D2C fashion or e-commerce preferred Job Type Full-time Pay 18 000 00 - 20 000 00 per month Schedule Day shift Ability to commute relocate Mumbai Maharashtra Reliably commute or planning to relocate before starting work Required Application Question s Please specify area of residence Education Bachelor s Preferred Experience E-commerce 3 years Preferred total work 3 years Preferred Work Location In person