Customer Relationship Executive

2 days ago

Powai, Maharashtra, India Maati Crafts Full time ₹ 3,60,000 - ₹ 7,20,000 per year

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:

  • Manage all customer queries via email, WhatsApp, and social media DMs.
  • 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

Job Type: Full-time

Pay: ₹18, ₹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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