Customer Service & Order Management Executive

Job Title: Customer Service & Order Management Executive

Location: Mumbai

Department: Supply Chain

Experience: 2-4 years

Role Overview

We are looking for a proactive and detail-oriented professional with hands-on experience in Customer Service and Order Processing/Order Management. The ideal candidate will be responsible for managing end-to-end order lifecycle, handling customer queries, coordinating with logistics partners, and ensuring smooth and timely order fulfillment with high customer satisfaction.

Key Responsibilities

1. Order Processing & Management

Process and manage domestic and international customer orders end-to-end.

Review and validate order details, documentation, pricing, and shipping information before approval.

Ensure accurate system entry and timely order confirmation.

Coordinate with warehouse and logistics teams for dispatch planning.

Monitor pre-transit, in-transit, and delivered orders to ensure SLA adherence.

Manage returns, reverse logistics, and replacement orders.

2. Customer Service & Query Handling

Respond to customer inquiries related to order status, shipping timelines, delays, returns, and refunds.

Handle escalations and high-priority tickets professionally within defined TAT.

Provide proactive updates to customers regarding shipment progress.

Maintain high service standards and ensure positive customer experience.

3. Logistics & Coordination

Register shipments with courier partners (DHL, FedEx, UPS, etc.) and track deliveries.

Coordinate for label generation and shipping documentation.

Liaise with internal teams (Sales, Finance, Marketplace, Warehouse) for smooth execution.

Escalate operational issues impacting delivery timelines.

4. Reporting & SLA Monitoring

Maintain order tracking dashboards and ticket logs.

Prepare daily/weekly MIS reports on order status and customer cases.

Track KPIs such as Order TAT, Delivery Success Rate, and Ticket Resolution Time.

Identify recurring issues and suggest process improvements.

Required Skills & Qualifications

Experience: Minimum 25 years of relevant experience in Customer Service and Order Processing / Order Management (Mandatory).

Experience in E-commerce, Logistics, Supply Chain, or D2C environment preferred.

Hands-on experience with CRM/ticketing tools and order management systems.

Strong working knowledge of MS Excel for reporting.

Good understanding of shipment tracking and courier coordination.

Excellent communication and problem-solving skills.

Ability to handle multiple orders and customer cases simultaneously.

Preferred Qualifications

Exposure to domestic & international shipping processes.

Bachelors degree in Commerce, Business Administration, or related field.

If interested please share your cv to runali.k@goglocal.com