Customer Care & Order Processing Executive (D2C – Shopify)

Job Purpose

Responsible for delivering excellent customer service by handling customer inquiries, processing Shopify orders, coordinating order fulfilment, and ensuring timely resolution of customer issues to support smooth D2C operations.

Please go through the company website: www.superknit.com & brand website www.supersox.in & www.supersox.com for more information.

Key Responsibilities
- Handle customer inquiries via phone, email, WhatsApp, chat, and social media.
- Assist customers with product information, order placement, tracking, returns, exchanges, and refunds.
- Process and verify Shopify orders, payments, shipping details, invoices, and dispatch documents.
- Coordinate with warehouse, logistics, and courier partners to ensure timely order fulfilment.
- Monitor pending, cancelled, failed, and RTO orders, and resolve delivery-related issues.
- Process returns, exchanges, cancellations, and refunds as per company policy.




- Coordinate with the inventory team to confirm stock availability and update customers on order status.
- Maintain customer records, prepare operational reports, and monitor service KPIs.
- Ensure adherence to company SOPs and deliver a high level of customer satisfaction.

Required Skills
- Hands-on experience with Shopify order management.
- Robust customer service and communication skills.
- Good understanding of D2C e-commerce operations.
- Familiarity with courier platforms such as Shiprocket, NimbusPost, or Pickrr.
- Proficiency in Microsoft Excel, Google Sheets, and basic CRM tools.
- Strong problem-solving, multitasking, and attention to detail.

Qualification
- Bachelor's degree in any discipline.
- Certification in Customer Service, E-commerce, or Retail Operations is an added advantage.

Experience
- 3–6 years of experience in customer service, e-commerce, or D2C order processing.
- Experience with Shopify is preferred.
- Experience in the apparel, fashion, lifestyle,

📌 Customer Care Executive (Lower Parel)
🏢 Superknit Industries
📍 Lower Parel