E-Commerce Executive opening at The Formularx in Noida

Role: E-Commerce Executive

Industry Type: Skincare

Job Type: Full Time

Education: Any Graduate

Experience: Minimum 2 Years

Location: Noida, NCR

Working Mode: Work From Office

Job Description:

We are currently seeking a highly motivated E-Commerce Customer Support Executive to join our team in the Skin Care industry. As a crucial part of the team, the candidate will play a vital role in providing solutions to the shipment related issues, order tracking, lost & disputed orders, and also, keeping a check on RTO rate. They are expected to provide excellent customer service and ensure the smooth functioning of our E-commerce platforms.

ROLES & RESPONSIBILITIES:

• Time to time raise tickets & take updates on each open ticket status and make required action if needed.
• Follow escalation matrix as per requirement and closing issue as per set timelines
• Share performance report with management on the number of complaints received and handled.

• Maintaining a healthy professional relationship with customers to understand their requirements and business growth.
• Maintaining individual logs of lost/damaged etc. Regularly and sharing the same with concerned authorities at each month end.
• Monthly Closure & Reconciliation.
• Oversee order fulfilment processes to ensure accurate and timely deliveries
• Develop and implement logistics strategies to improve overall supply chain efficiency
• Forecast demand and plan for future logistics needs.
• Analyse data related to logistics operations to identify trends and areas for improvement.
• Identify potential risks in the supply chain and develop strategies to mitigate them.
• Plan for and respond to disruptions in logistics operations
• Evaluate approaches and strategies to efficiently resolve customer issues across various social platforms.
• Respond promptly and accurately through diverse communication channels, including phone, WhatsApp, social media, email, and live chat.
• Effectively manage orders and inventory.
• Understand customer queries and expectations, providing real-time solutions to ensure satisfaction.
• Resolve customer complaints and queries efficiently, utilizing correct escalation procedures.
• Maintain MIS reports to manage information flow in and out of the organization, contributing to individual, process, and organizational growth.
• Follow up on all customer requests to uphold the brand’s commitment to the highest level of customer service.
• Serve as the primary contact for customer inquiries about our products and brand.

Qualifications / Skills:

• Mandatory knowledge of E-commerce platforms
• Strong communication skills, both written and verbal, with the ability to communicate effectively with international clients.
• Proficiency in MS Office
• Minimum 1-2 years of proven customer service experience (voice, non-voice, social media).
• Ability to think of long-term solutions rather than short-term fixes.
• Ability to multitask, work under pressure, and meet deadlines.
• Proficient in keeping records of all data associated with shipments and customer issues.