Key responsibilities

Customer service and order management

- Handle all customer enquiries, orders and complaints on phone, email, WhatsApp and marketplace channels, within agreed response times.
- Process orders end to end: order confirmation, invoicing coordination, dispatch, tracking, delivery confirmation and payment follow-up.
- Resolve complaints, returns and damage claims, and record root causes so that problems do not repeat.
- Maintain customer records and order history in the CRM or ERP.

Inbound sales and marketing

- Respond to inbound leads from the website, IndiaMART or TradeIndia, marketplaces, social media and referrals. Qualify them, send quotes and samples, and convert them into orders.
- Drive repeat purchases, and upsell and cross-sell to existing accounts.
- Pass large or strategic leads to the field sales team with complete notes, and track them to closure.
- Support marketing campaigns, including promotions, customer emails and WhatsApp broadcasts, collecting reviews and testimonials, and maintaining product catalogues.

Ecommerce operations

- Manage seller accounts day to day on Indiamart, Tradeindia, Facebook, Amazon, Flipkart and other marketplaces, and on the company's own web store. This covers listings, pricing, inventory sync, order processing, returns and claims.
- Monitor account health, ratings, the customer reviews on each listing and payment reconciliation, and escalate issues before they affect sales.
- Coordinate with courier and logistics partners on pickups, tracking non-delivery (NDR) cases and return-to-origin (RTO) shipments to reduce them.

Warehouse and dispatch management

- Supervise the Kalyan warehouse, including goods inward, storage, first-in-first-out (FIFO) and batch tracking, picking, packing and dispatch.
- Maintain accurate stock records,



run periodic stock counts and flag reorder requirements.
- Ensure dispatch documents are correct, including invoices, e-way bills and lorry receipts (LRs) or courier airway bills (AWBs), and coordinate with transporters for B2B consignments.
- Keep packaging quality and warehouse housekeeping to standard.

Reporting

- Share weekly reports on orders, the lead-to-order conversion rate, complaints and how quickly they are resolved, stock position and marketplace performance.

Required qualifications

- Graduate in any discipline.
- 5+ years of total experience, including at least 2 years in a customer service or order management role.
- Hands-on experience managing a warehouse or dispatch operation, including stock records, dispatch documentation and transporters.
- Hands-on experience operating seller accounts on at least one major marketplace (Amazon Seller Central, Flipkart Seller Hub or similar).
- Experience handling inbound sales enquiries and converting them into orders.
- Working knowledge of MS Excel or Google Sheets, and of Tally or another ERP or billing system.
- Fluent in Hindi and English; At least a valuable command on written english and email communication is a must
- Based in, or willing to commute daily to, Kalyan. We will not recruit candidates who are not located within 15km from our office in Bhumi World.



Candidates need to have their own bikes/scooties for daily transportation and should be extremely regular or else willing to coordinate with their team on phone every day. Candidates with very high sense of responsibility and ownership of tasks are needed

Preferred

- Experience in warehouse management, order fullfilment
- Exposure to B2B customers such as distributors, laundries, institutions and OEMs.
- Familiarity with GST invoicing and e-way bill generation.
- Experience with a CRM, WhatsApp Business tools or basic digital marketing.
- Prior experience supervising a small team of 2–5 packers, helpers or junior executives.

What success looks like in the first 6 months

- Every enquiry gets a response the same working day, and you can show the lead-to-order conversion rate.
- Warehouse stock matches the books, and orders ship within the committed turnaround.
- Marketplace accounts are healthy and ratings are improving.
- The Reporting manager no longer needs to step into routine customer or dispatch issues.

Compensation

₹27,000 – ₹35,000 per month, depending on experience and fit. Incentives extra

How to apply

Send your CV to [email address] with the subject line "Senior Customer Service Executive – Kalyan". Mention your current CTC, expected CTC and notice period.

Pay: ₹25,000.00 - ₹39,021.06 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Ability to commute/relocate:

- Kalyan, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

- willing to take fill responsibility of customer orders end to end?

Experience:

- Customer service: 3 years (Required)

Language:

- English (Required)

Location:

- Kalyan, Maharashtra (Required)

Work Location: In person

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