Customer Service - Fulfilment Executive

Alliance Recruitment Agency; Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

Alliance Recruitment Agency seeks an Omni-Channel Operations Specialist to optimize order fulfilment, inventory control, and cross-team collaboration across marketing, logistics, customer care, and production in Mumbai.

You will manage end-to-end order processing, ensure accurate stock levels, develop data-driven insights using Excel, and drive improvements in QA and customer satisfaction for D2C and e-commerce listings.

Qualifications

• Must have 2+ years of experience in omni-channel operations, preferably with a D2C brand.
• Experience managing e-commerce platforms and product listings.
• Strong knowledge of retail frameworks, product categories, and fabric types.

Responsibilities

• Order fulfilment management: end-to-end processing with factory and warehouse teams.
• Inventory control: monitor stock levels and maintain records.
• Cross-team collaboration: work with marketing, logistics, customer care, and production.
• Quality assurance and process improvement: implement QA protocols and enhance standards.
• Customer communication: handle critical customer interactions and follow-ups.
• Data reporting and insights: generate reports on order execution and performance metrics.
• E-commerce performance analysis: review website metrics and provide actionable insights.

Skills

Operational Excellence

Communication

Data-Driven

Customer Focus

Tools

Excel

Job description

Key Responsibilities

• Order Fulfilment Management: Manage end-to-end order processing, coordinating with factory and warehouse teams to ensure accurate and timely fulfilment.
• Inventory Control: Monitor stock levels, address discrepancies, and maintain accurate inventory records.
• Cross-Team Collaboration: Partner with marketing, logistics, customer care, and production teams to address customer concerns and streamline order fulfilment processes.
• Quality Assurance & Process Improvement: Implement quality assurance protocols, identify areas for improvement, and enhance product quality standards.
• Customer Communication: Manage critical customer interactions, including resolving measurement-related queries and store order follow-ups.
• Data Reporting & Insights: Generate detailed reports for order execution, inventory management, and performance metrics to share with stakeholders.
• E-commerce Performance Analysis: Review website metrics, provide actionable insights, and recommend strategies to boost customer engagement and conversion rates.

Essential Skills & Qualities

• Operational Excellence: Strong attention to detail, multitasking abilities, and adherence to deadlines.
• Communication: Excellent verbal and written communication skills for effective collaboration across teams.
• Data-Driven Approach: Proficiency in Excel and experience using data for performance analysis and decision-making.
• Customer-Focused Mindset: A deep understanding of customer behavior and a commitment to creating exceptional experiences.

Qualifications

• A minimum of 2 years of experience in omni-channel operations, preferably with a D2C brand.
• Proficiency in managing e-commerce platforms and product listings.
• Strong knowledge of retail frameworks, product categories, and fabric types.