Senior E Commerce Executive

Location: Okhla Phase II, New Delhi
Working Days: 6 Days a Week, Day shift
Week Off: Rotational week off

Key Responsibilities:
Order Management• Monitor and manage orders across all e-commerce platforms.• Ensure timely order processing, invoicing, and fulfilment.• Coordinate with warehouse teams for order dispatch and inventory availability.• Track pending, failed, and cancelled orders and take corrective actions. Logistics & Last-Mile Operations• Coordinate with courier and logistics partners for smooth deliveries.• Monitor shipment movement and ensure adherence to delivery SLAs.• Resolve delivery exceptions such as RTO (Return to Origin), lost shipments, delayed deliveries, and damaged shipments.• Manage courier escalations and ensure timely closure of customer complaints. Customer Experience• Proactively address delivery-related customer concerns.• Work closely with customer support teams to provide shipment updates and resolutions.• Ensure a high level of customer satisfaction through effective issue management. Reporting & Analysis• Prepare daily, weekly, and monthly operational reports.• Track key metrics such as order fulfillment rate, delivery success rate, RTO percentage, and courier performance.• Analyze operational challenges and recommend process improvements.