
Customer Service
20 hours ago
We are 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.
Youll be the go-to person for order flow visibilityfrom the moment an order is received to when its printed, packed, and delivered.
Role & 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
Preferred candidate profile
- 2-4 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
- 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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