D2C Shopify Fashion Brand Order Management & Customer Support Executive

Job SummaryWe are looking for a proactive and customer-focused professional to manage Shopify orders, handle customer inquiries, coordinate with logistics partners, and ensure a seamless shopping experience for our customers.

• Key ResponsibilitiesOrder ManagementProcess and monitor daily orders on Shopify.
• Verify order details, payment status, and shipping information.
• Coordinate with warehouse and fulfillment teams for timely dispatch.
• Track shipments and resolve delivery-related issues.
• Handle order cancellations, returns, exchanges, and refunds.
• Maintain accurate order records and reports.
• Customer SupportRespond to customer inquiries via phone, email, WhatsApp, chat, and social media.
• Assist customers with product information, order status, returns, and exchanges.
• Resolve customer complaints professionally and efficiently.
• Provide exceptional customer service to improve customer satisfaction and retention.
• Follow up with customers regarding pending issues and feedback.
• Shopify Store OperationsUpdate product listings, inventory, and pricing when required.
• Monitor out-of-stock products and inventory levels.
• Assist in managing promotional offers, discounts, and sales campaigns.
• Ensure product information and website content are accurate.
• Logistics & CoordinationCoordinate with courier partners regarding shipment and delivery issues.
• Track RTO (Return to Origin) orders and take corrective actions.
• Monitor shipping performance and delivery timelines.
• Generate shipping labels and fulfillment reports.
• Reporting & AnalyticsPrepare daily, weekly, and monthly order reports.
• Track customer support metrics and common issues.
• Analyze customer feedback and suggest process improvements.
• Required SkillsExperience with Shopify Admin Panel.
• Strong communication skills in English and Hindi.
• Knowledge of order processing, shipping, and customer support.
• Familiarity with courier aggregators such as Shiprocket, NimbusPost, or similar platforms.
• Basic Excel/Google Sheets knowledge.
• Problem-solving and multitasking abilities.
• Preferred Qualifications1–3 years of experience in D2C eCommerce operations.
• Experience handling fashion, apparel, or lifestyle brands.
• Understanding of customer retention and online sales processes.
• Key Performance Indicators (KPIs)Order Processing Accuracy.
• Customer Response Time.
• Customer Satisfaction Score (CSAT).
• Return & Refund Resolution Time.
• On-Time Order Dispatch Rate.
• Reduction in RTO Percentage.