E-commerce Operations & Customer Experience Executive

Not Just Vanilla; New Delhi; On-site; INR 450,000 - 600,000; Full time

Job summary

Not Just Vanilla in New Delhi is seeking an E-commerce Operations & Customer Experience Executive to manage the customer journey after an order is placed. You will ensure smooth delivery, handle issues, and collect feedback to drive improvements.

You will coordinate with couriers, track shipments, resolve returns and refunds, and maintain simple performance reports. A 1–3 year background in e-commerce or CX is preferred, with strong communication and proactive follow-up.

Qualifications

• 1–3 years of experience in e-commerce or D2C operations or CX
• Good communication and problem-solving skills
• Comfortable with Excel/Google Sheets and basic data
• Organised, proactive and strong at follow-ups

Responsibilities

• Manage day-to-day D2C orders and ensure smooth order processing
• Track shipments and follow up on delayed or stuck orders
• Manage NDRs and reduce RTOs
• Coordinate with courier and logistics partners to resolve delivery issues
• Handle customer queries related to orders, deliveries, returns and refunds
• Follow up with customers after delivery and collect feedback
• Maintain basic reports and identify recurring issues
• Ensure every customer issue is followed through until resolved

Skills

Communication skills

Problem solving

Follow-up

Organised

Proactive

Tools

Excel/Google Sheets

Job description

Job Description: E-commerce Operations & Customer Experience Executive

Company: Not Just Vanilla

Location: South Delhi | GK1

Type: Full-time | Work from Office

Experience: 1 - 3 years

About the Role

Were looking for an E-commerce Operations & Customer Experience Executive to manage the customer journey after an order is placed - from ensuring smooth delivery to resolving issues and collecting customer feedback.

What Youll Do

• Manage day-to-day D2C orders and ensure smooth order processing
• Track shipments and proactively follow up on delayed or stuck orders
• Manage NDRs and work towards reducing RTOs
• Coordinate with courier and logistics partners to resolve delivery issues
• Handle customer queries related to orders, deliveries, returns and refunds
• Follow up with customers after delivery and collect feedback
• Maintain basic reports and identify recurring order or customer experience issues
• Ensure every customer issue is followed through until it is resolved

What Were Looking For

• 1 - 3 years of experience in e-commerce, D2C operations or customer experience is preferred but not mandatory.
• Good communication and problem-solving skills
• Comfortable working with Excel/Google Sheets and basic operational data
• Organised, proactive and strong at follow-ups

Most importantly, someone who takes ownership and doesn't leave an issue halfway