Customer Service

18 hours ago

Faridabad, Haryana, India SB Ecommerce Solutions Full time ₹ 2,00,000 - ₹ 6,00,000 per year

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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