Customer Service

3 weeks ago

Faridabad Haryana India, Haryana SB eCommerce Solutions Pvt Ltd Full time

Job Title: Customer Service & Operations Coordinator

Location: IMT Faridabad, India

Industry: Printing / PoD Manufacturing

Work Type: Full-time, On-site


About the Role


We’re hiring a proactive, detail-oriented Customer Service & Operations Coordinator to support our print-on-demand production and global order fulfillment. This is a hybrid role that sits at the intersection of customer communication, production coordination, shipment tracking, and real-time reporting.

You’ll be the go-to person for order flow visibility—from the moment an order is received to when it’s printed, packed, and delivered.


Key Responsibilities


Customer Support

  • Respond to order-related queries via email, chat, and phone, in fluent English
  • Manage customer expectations around delivery timelines, product options, and returns
  • Proactively follow up on delayed orders, address mismatches, and resolve complaints professionally


Order & Shipment Coordination

  • Monitor live orders from platforms like Shopify, Etsy, and WooCommerce
  • Coordinate with production teams to ensure timely printing and dispatch
  • Generate daily shipping label files, track courier updates, and flag delivery issues


Production & Inventory Coordination

  • Track SKU-wise production status, raise alerts for bottlenecks or missing inputs
  • Maintain inventory logs for packaging materials, blanks, jigs, etc.
  • Help ensure orders are packed as per SOPs and handed over to the right courier


Reporting & Dashboard Management

  • Build and maintain real-time dashboards in Google Sheets or Excel
  • Use formulas like VLOOKUP, INDEX/MATCH, SUMIFS, QUERY, IMPORTRANGE for operational tracking
  • Share daily/weekly reports for:
  • Pending orders
  • Production delays
  • Shipment exceptions
  • Inventory stock levels

Cross-Team Communication

  • Bridge communication between designers, printers, packers, customer care, and dispatch
  • Log issues and support CAPA (Corrective Action Plan) for repeated complaints


Who You Are


  • 3–5 years experience in eCommerce, D2C, or print-on-demand businesses
  • Strong command over Google Sheets, Excel, and real-time dashboarding
  • Excellent English communication skills – both written and verbal
  • Highly organized, proactive, and comfortable handling 20+ open issues simultaneously
  • Familiar with tools like Shiprocket, AfterShip, Slack, Google Drive, WhatsApp Web


Bonus Points If You Have

  • Worked with print-on-demand or custom-made product brands
  • Experience coordinating with printing teams, cutter operators, or QC staff
  • Exposure to TAT SLAs, cutoff times, and international shipping constraints


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