Customer Relationship Executive

6 days ago

Powai Mumbai Maharashtra, India Maati Crafts Full time

**Role Title**:
**Customer Relationship Executive**

**Department**:
Operations / E-commerce / Customer Experience

**Reports to**:
Founder / Head of Operations / E-commerce Manager

**Role Summary**:
The Customer Relationship and Order Fulfilment Executive is responsible for delivering exceptional customer service, managing end-to-end order fulfilment, and driving retention through smooth post-purchase experiences. This role ensures all customer interactions are empathetic, timely, and brand-aligned, while also coordinating logistics, reverse pickups, and returns.

**Key Responsibilities**:
**Order Fulfilment & Logistics**:

- Oversee daily order processing from confirmation to dispatch across website and marketplaces.
- Coordinate with warehouse or dispatch team to ensure timely packaging and shipping.
- Monitor courier tracking updates and resolve in-transit issues.
- Ensure all dispatch and delivery timelines are met.

**Customer Relationship Management**:

- Resolve issues related to size exchanges, order delays, returns, and refunds with empathy.
- Send proactive order updates and respond with personalized support.
- Maintain a warm, brand-aligned tone across all communication.

**Returns & Reverse Pickups**:

- Initiate and coordinate reverse pickups and exchange shipments.
- Track and process refunds or replacements after QC.
- Update internal systems with return statuses and communicate clearly with customers.

**Performance Monitoring & Reporting**:

- Maintain CRM logs of issues, resolutions, and customer feedback.
- Share weekly/monthly reports on return rates, complaint categories, delivery issues, etc.
- Recommend process improvements based on recurring feedback.

**Key Skills Required**:

- Excellent written and verbal communication (English + Hindi)
- Empathy-driven and solution-oriented
- Strong organizational and coordination abilities
- Familiarity with Shopify, Delhivery, or similar platforms
- Google Sheets / Excel proficiency
- Past experience in D2C, fashion, or e-commerce preferred

Pay: ₹18,000.00 - ₹20,000.00 per month

Ability to commute/relocate:

- Powai, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Application Question(s):
*
Do you have reasonable ability of spoken, written and reading skills in English as well as Hindi? Any other languages?
Please specify area of residence.

**Education**:

- Bachelor's (preferred)

**Experience**:

- E-commerce: 2 years (preferred)
- total work: 3 years (preferred)

Work Location: In person

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