E Commerce Executive

Super Knit Industries; Mumbai City; On-site; INR 300,000 - 540,000; Full time

Job summary

Super Knit Industries is seeking a customer service specialist to handle inquiries, process Shopify orders, and coordinate fulfilment for its D2C operations in Mumbai.

You will work with the warehouse, logistics teams, and courier partners to ensure timely delivery, resolve issues, and maintain accurate order records and service KPIs. Strong communication, Shopify proficiency, and experience with Excel/CRM tools are essential for success in this fast-paced ecommerce role.

Qualifications

• Hands-on experience with Shopify order management.
• Strong customer service and communication skills.
• Good understanding of D2C e-commerce operations.
• Familiarity with courier platforms such as Shiprocket, NimbusPost, or Pickrr.
• Proficiency in Microsoft Excel and Google Sheets.
• Experience with basic CRM tools.
• Strong problem-solving, multitasking, and attention to detail.

Responsibilities

• Handle customer inquiries via phone, email, WhatsApp, chat, and social media.
• Assist customers with product information, order placement, tracking, returns, exchanges, and refunds.
• Process and verify Shopify orders, payments, shipping details, invoices, and dispatch documents.
• Coordinate with warehouse, logistics, and courier partners to ensure timely order fulfilment.
• Monitor pending, cancelled, failed, and RTO orders, and resolve delivery-related issues.
• Process returns, exchanges, cancellations, and refunds as per company policy.
• Coordinate with the inventory team to confirm stock availability and update customers on order status.
• Maintain customer records, prepare operational reports, and monitor service KPIs.
• Ensure adherence to company SOPs and deliver a high level of customer satisfaction.

Skills

Shopify order management

Customer service

Communication skills

D2C e-commerce operations

Courier platforms knowledge

Excel

Google Sheets

CRM tools

Problem solving

Multitasking

Attention to detail

Tools

Shopify

Microsoft Excel

Google Sheets

CRM tools

Shiprocket

NimbusPost

Pickrr

Job description

Responsible for delivering excellent customer service by handling customer inquiries, processing Shopify orders, coordinating order fulfilment, and ensuring timely resolution of customer issues to support smooth D2C operations.

Key Responsibilities

• Handle customer inquiries via phone, email, WhatsApp, chat, and social media.
• Assist customers with product information, order placement, tracking, returns, exchanges, and refunds.
• Process and verify Shopify orders, payments, shipping details, invoices, and dispatch documents.
• Coordinate with warehouse, logistics, and courier partners to ensure timely order fulfilment.
• Monitor pending, cancelled, failed, and RTO orders, and resolve delivery- related issues.
• Process returns, exchanges, cancellations, and refunds as per company policy.
• Coordinate with the inventory team to confirm stock availability and update customers on order status.
• Maintain customer records, prepare operational reports, and monitor service KPIs.
• Ensure adherence to company SOPs and deliver a high level of customer satisfaction.

Required Skills :

• Hands-on experience with Shopify order management.
• Strong customer service and communication skills.
• Good understanding of D2C e-commerce operations.
• Familiarity with courier platforms such as Shiprocket, NimbusPost, or Pickrr.
• Proficiency in Microsoft Excel, Google Sheets, and basic CRM tools.
• Strong problem-solving, multitasking, and attention to detail.