E Commerce Officer

We are seeking a detail-oriented and proactive E-commerce Order Management Executive to join our team. The ideal candidate will be responsible for managing online orders across multiple platforms, ensuring smooth coordination between branches, and providing excellent customer service. This role requires strong organizational skills, the ability to handle multiple tasks simultaneously, and a commitment to maintaining high standards in order fulfillment and product presentation.

Key Responsibilities

Online Order Management
Manage and process orders received through the website, mobile application, WhatsApp, and other online channels. Ensure all orders are accurately entered with correct product details, quantities, and customer information. Collaborate closely with branch teams to oversee order preparation, packing, and timely dispatch. Track and monitor the status of pending, cancelled, delayed, and completed orders to ensure efficient processing.

Product Listing & Inventory
Regularly update product listings including prices, descriptions, images, and availability for bakery, grocery, dairy, and seasonal items. Work with relevant departments to verify stock levels and report any discrepancies or out-of-stock situations. Ensure that all product categories, such as cakes, bakery items, and perishables, are accurately represented online.

Customer Service
Respond promptly to customer inquiries and complaints received via calls, WhatsApp, email, and other online platforms. Provide assistance regarding order status, product details, delivery updates, and payment issues. Liaise with internal teams to resolve problems related to wrong deliveries, missing items, product quality, and other customer concerns.

Order Fulfillment & Delivery Coordination
Coordinate with branch staff, pickers, packers, and delivery riders to guarantee accurate and timely order fulfillment. Ensure proper packing and handling of fragile, perishable, bakery, and dairy products. Follow up on delayed deliveries and communicate updates to customers. Manage replacement, refund, and return requests in line with company policies.

Sales & Promotions
Support the implementation of online promotions, discounts, seasonal campaigns, and special offers. Assist with uploading new products and promotional banners on digital platforms. Monitor online sales performance and identify opportunities to boost sales and improve customer engagement.

Reporting & Documentation
Maintain comprehensive records of daily orders, sales, cancellations, returns, complaints, and delivery performance. Prepare detailed daily, weekly, and monthly e-commerce reports. Track customer feedback and recurring operational issues to support continuous improvement. Ensure all order records comply with company procedures and standards.

Required Qualifications
- Proven experience in e-commerce order management or a similar role.
- Strong organizational and multitasking abilities.
- Excellent communication skills for effective customer interaction.
- Proficiency in managing online platforms and order processing systems.
- Ability to coordinate with multiple teams and departments efficiently.

Preferred Qualifications and Benefits
- Experience in the bakery, grocery, or FMCG sectors is advantageous.
- Familiarity with inventory management and product listing updates.
- Ability to handle customer service issues with professionalism and empathy.
- Competitive monthly salary ranging from Rs40,000 to Rs48,000.
- Work location requires in-person attendance, fostering close collaboration with branch teams.

This position offers an excellent opportunity to contribute to a growing e-commerce operation by ensuring seamless order management and outstanding customer service. If you are detail-focused and thrive in a dynamic environment, we encourage you to apply.