Ecommerce Operations Executive

Ecom Executive — freshfits
Location: Tariq Road, Karachi, Pakistan (On-site)
Type: Full-Time
Reporting To: Supervisor / Founder

About freshfits

freshfits is a premium basics apparel brand for Pakistan's urban market. We sell online via Shopify (freshfits.co), ship nationwide through multiple couriers, and operate in a COD-heavy environment. We move fast, keep things lean, and obsess over customer experience.

About the Role

You'll be the person who keeps the engine running. From the moment an order comes in to the moment it's delivered (and even after), you own the process. This is a hands-on operations role — not a desk job where you forward emails. You'll handle real customers, real orders, real problems, every single day.

What You'll Own

Order Management

• Process all incoming Shopify orders daily - COD and prepaid
• Confirm every COD order via WhatsApp (WhatZi) and phone call before dispatch
• Verify customer name, address, and order details on every COD order
• Cancel and log unverified/fake orders per SOP
• Handle duplicate order detection and resolution
• Actively convert COD orders to prepaid through payment link follow-ups and customer communication

Dispatch & Courier Coordination

• Pack confirmed orders with the Helper
• Book courier pickups (Leopards, TCS, Trax, PostEx) and manage dispatch schedules
• Track shipment status daily — flag RTOs, delivery exceptions, and delays
• Call customers on failed delivery attempts to reschedule

Customer Communication

• Respond to all WhatsApp messages (What Zi) within working hours — no message left unanswered by EOD
• Handle size queries, order status questions, delivery concerns, and complaints
• Process return/exchange requests per freshfits policy (7-day exchange, no questions on defects)
• Resolve 90%+ of returns and exchanges within 48 hours
• Escalate VIP customer issues and unresolved complaints to Supervisor

Inventory & Tracking

• Follow all inventory SOPs - no exceptions, no shortcuts
• Update the Inventory Tracker after every dispatch, return, and restock
• Flag low-stock SKUs to Supervisor before they hit zero
• Log damaged and returned inventory separately with reason codes
• Maintain zero mismatches between physical stock and tracker - spot-checked weekly

Daily Operations Rhythm

• Morning: Check overnight orders, respond to WhatZi messages, review courier status, flag exceptions
• Midday: Process and pack orders, book courier, update inventory
• Evening: Final message sweep, log daily numbers (orders received, confirmed, dispatched, cancelled, RTOs)

You Must Have

• Previous experience in ecommerce operations, order fulfillment, or customer support (Pakistan market preferred)
• Strong command of Microsoft Excel - data entry, tracking sheets, basic formulas, daily reporting
• Comfortable making phone calls to customers in Urdu - COD confirmation is a daily task
• Familiarity with Shopify admin (orders, products, basic navigation)
• WhatsApp-first communication style — fast, clear, professional
• Ability to work with courier portals and track shipments
• Organized and detail-oriented - you don't lose track of orders
• Reliable - this role has a daily rhythm and customers depend on it

Nice to Have

• Experience with Pakistani courier platforms (Leopards, TCS, Trax, PostEx)
• Familiarity with WhatZi, Robo Call, or similar Shopify apps
• Experience handling returns, exchanges, and RTO reduction
• Understanding of COD-to-prepaid conversion tactics

You're the Wrong Fit If

• You need to be reminded to check messages
• You can't handle phone calls with customers confidently
• You treat COD confirmation as optional
• You wait for instructions instead of following SOPs
• You're not comfortable with Excel and daily data tracking
• You're looking for a remote/work-from-home setup

Compensation

• Base Salary: PKR 30,000/month
• Performance Bonuses (monthly, on top of base):
• RTO Rate below 15%: +PKR 2,000 | Below 10%: +PKR 5,000 | Below 5%: +PKR 7,500
• COD to Prepaid Conversion 20%: +PKR 2,000 | 30%: +PKR 3,000 | 50%: +PKR 5,000
• Total monthly earning potential: PKR 30,000 to PKR 48,000+
• Every bonus is tied to metrics you directly control - if you perform, you earn more. No politics, no waiting.

A Final Word

If you are reliable, honest, and a good person - within 1 year you can be at a very good stage in your life. The only thing we ask is that you work like it's your own business. If the business grows, you grow. That's not a slogan - it's how we operate.

To Apply

Send your CV + a short note covering:

• Your experience with ecommerce order management or customer handling
• Whether you've worked with any courier platform in Pakistan
• Your level of comfort with Excel (basic, intermediate, or advanced)
• Your availability to start

Job Type: Full-time

Pay: From Rs30,000.00 per month

Work Location: In person