Order Management Specialist Jobs

Job Description - Customer Support ExecutiveCompany: Sharas Venture Private Limited (Graciss Menstrual Care)Location: Coimbatore, Tamil NaduDepartment: Customer SupportReports To: Customer Support Manager / Operations ManagerAbout the RoleWe are looking for a customer-focused and enthusiastic Customer Support Executive to deliver exceptional service to our customers across phone, email, WhatsApp, website, and e-commerce platforms. The ideal candidate will handle customer inquiries, resolve complaints, process orders, and ensure a seamless customer experience while maintaining high service standards.Key ResponsibilitiesCustomer SupportRespond to customer inquiries through phone, email, WhatsApp, website chat, and social media.Provide accurate product information and usage guidance.Resolve customer complaints promptly and professionally.Escalate complex issues to the appropriate department.Maintain high customer satisfaction through timely support.Order ManagementProcess customer orders received through the website, WhatsApp, and marketplaces.Track shipments and provide delivery updates.Coordinate with logistics partners for dispatch and delivery.Handle order modifications, cancellations, returns, exchanges, and refunds.E-commerce SupportSupport customers purchasing through Shopify, Amazon, Flipkart, Meesho, and other online platforms.Monitor order status and ensure timely fulfillment.Coordinate with warehouse and dispatch teams to resolve order-related issues.Customer Relationship ManagementMaintain accurate customer records in the CRM system.Follow up with customers to ensure issue resolution.Build long-term customer relationships and encourage repeat purchases.Collect customer feedback and share improvement suggestions with management.Sales SupportAssist customers in selecting suitable products.Promote ongoing offers, subscriptions, and combo packs.Support upselling and cross-selling opportunities.Coordinate with the sales team for bulk and distributor inquiries.Documentation & ReportingMaintain records of customer interactions and complaints.Prepare daily and monthly customer support reports.Track complaint resolution time and customer satisfaction metrics.Ensure all customer information is accurately updated.QualificationsBachelor's Degree in any discipline (BBA, B.Com, BA, B.Sc, BCA, or equivalent).1-3 years of experience in Customer Support, Customer Service, Call Centre, E-commerce Support, or FMCG.Fresh graduates with excellent communication skills may also apply.Required SkillsTechnical SkillsCustomer Relationship Management (CRM)Shopify Order ManagementE-commerce SupportMicrosoft ExcelMicrosoft WordGoogle WorkspaceData Entry & DocumentationWhatsApp BusinessEmail ManagementSoft SkillsExcellent Communication SkillsActive ListeningCustomer-Centric ApproachProblem SolvingComplaint ResolutionPatience & EmpathyTime ManagementMultitaskingAttention to DetailTeamwork & CoordinationKey Performance Indicators (KPIs)Customer Satisfaction (CSAT) ScoreFirst Response Time (FRT)Average Resolution Time (ART)Number of Customer Queries ResolvedOrder Processing AccuracyReturn & Refund Resolution TimeCustomer Retention RatePositive Customer FeedbackCRM Data AccuracyUpselling & Cross-selling PerformanceSalary18,000 - 25,000 per month (Based on experience and qualifications)Employment DetailsEmployment Type: Full-TimeExperience: 1-3 YearsIndustry: FMCG / Manufacturing / Consumer Goods / E-commerceWork Location: Coimbatore, Tamil Nadu

1. Aggressive sales promotion (hardcore) & market penetration require through calling, daily visits in order to establish the brand in assigned region.2. Order finalization & further to achieve the sales target by creating new customer database as well as maintaining the relationship with existing customers.3. Understanding of the product, application & further to have technical & commercial discussion with customer in order to provide suitable product.4. Capable of problem solving, quick response, coordination with back-office team or dispatch team to achieve the customer's satisfaction by providing prompt & fast service.5. Timely payment collection.6. Report submission daily, weekly & monthly basis as per the assigned format given.Candidates must have good exposure & selling knowledge of industrial products along with a good customer database in the manufacturing plants like Automobile, Tyre, Auto Ancillary, Automation & Robotics. Candidates with experience of selling products like Castor & Wheels, Tools, Hardware items, Bearings, Pumps Cutting Tools/Machine tools, Hydraulic or Pneumatic items will get extra advantage.