CRM & E-commerce Merchandising Executive

2 weeks ago

Mumbai, Maharashtra, India Prasam Crafts Full time ₹ 6,00,000 - ₹ 12,00,000 per year

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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