E-commerce Operations & Delivery Coordinator

We are looking for a detail-oriented and proactive E-commerce Operations & Delivery Coordinator to manage our Shopify store's order lifecycle. Your primary mission will be to ensure every order placed is successfully delivered. You will be the bridge between our customers, our warehouse, and our courier partners. The ideal candidate is a "problem-solver" who can anticipate delivery failures and take immediate action to resolve them, directly contributing to a lower return ratio and high customer satisfaction.

Key Responsibilities

• Order Verification: Review all incoming Shopify orders for address accuracy. Contact customers via WhatsApp/Phone to confirm incomplete addresses or verify high-value/COD orders before dispatch.
• Logistics Monitoring: Use courier portals and Shopify apps to track every shipment in real-time.
• NDR Management: Proactively manage Non-Delivery Reports (NDR). When a delivery fails (e.g., "customer not available" or "incorrect address"), immediately coordinate with the customer and the courier to schedule a successful reattempt.
• Customer Support: Respond to customer inquiries regarding order status, delivery timelines, and tracking details across WhatsApp, Email, and Social Media.
• Returns Reduction: Analyze reasons for returns and implement strategies (like pre-shipment calls or address cleanup) to minimize the Return to Origin (RTO) percentage.
• Courier Coordination: Maintain a daily relationship with courier account managers to escalate delayed shipments or resolve delivery disputes.
• Data Reporting: Maintain a daily log of dispatched vs. delivered orders and report weekly on return rates and average delivery times.

Required Skills & Qualifications

• Platform Expertise: Proven experience using Shopify (order management, apps, and fulfillment).
• Communication: Exceptional verbal and written communication skills (English/Local Language). Must be comfortable making outbound calls to customers and couriers.
• Tech Savvy: Familiarity with courier tracking portals (e.g., Leopards, TCS, BlueEx, or international equivalents) and communication tools like WhatsApp Business.
• Analytical Mindset: Ability to spot patterns in why orders are failing and suggest process improvements.
• Time Management: Fast response time is critical; you must be able to multitask in a fast-paced environment.

Benefits

• Performance-based bonuses linked to the reduction of RTO (Return) ratios.
• Opportunity to grow within a fast-scaling e-commerce brand.

Pay: Rs25,000.00 - Rs35,000.00 per month

Work Location: In person