CRM & E-commerce Merchandising Executive

1 week ago


Delhi, India Prasam Crafts Full time

Job Title: CRM & E-commerce Merchandising Executive
Key Responsibilities

1. Customer Relationship Management (CRM):
Connect with customers

to confirm Cash on Delivery (COD) orders.
Follow up on

abandoned carts

to recover potential sales via calls, messages, or emails.
Maintain proactive communication to enhance

customer satisfaction and loyalty .
2. Customer Support:
Handle

returns, exchanges, refunds , and general queries across all sales channels.
Respond to customer concerns with

clarity and professionalism.
Coordinate internally with production team and logistic partner to resolve customer issues quickly.
3. Order Management & Processing:
Oversee order flow from placement to dispatch , ensuring timely and accurate processing.
4. NDR & RTO Management:
Track and resolve

Non-Delivery Reports (NDR)

in coordination with courier partners.
Handle

Return to Origin (RTO)

orders effectively to minimize losses and improve delivery success rate.
5. Return & Exchange Processing:
Process

return and exchange orders

in a timely manner.

Requirements:
Experience in

e-commerce operations and CRM tools .
Strong communication skills, both verbal and written.
Familiarity with

shopify and

order management systems .
Ability to multitask, solve problems, and manage customer expectations efficiently.



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