Operations executive- D2C Fulfillment

Role Description

As an Operations Executive - D2C Fulfilment at Skergo, you'll be responsible for order processing and order management on Shopify + Shiprocket, assisting customers with their orders, resolving issues, and ensuring smooth coordination between the Shopify backend, operations, and real-time customer communication. We are looking for someone who will increase efficiency in Operations.

Key Responsibilities

• Own daily order processing and dispatches via Shopify

+ Shiprocket

• Respond to customer queries (email, WhatsApp, and calls) regarding orders, shipping, and delivery timelines - you must be comfortable speaking with customers daily

• Track deliveries and follow up on escalated logistics issues (RTO, NDR, delayed orders)

• Share insights and customer feedback with the team to improve the overall experience

• Refer unresolved customer grievances or special requests to designated departments for further investigation

• Contribute to the continuous improvement of CRM processes and procedures by identifying areas for optimization and efficiency

• Assist in onboarding new courier companies/ warehouses as we scale the brand

• Ensure operational assistance by supervising order packaging

• Coordinate with third-party platforms to ensure stock levels are maintained

Requirements

• 1-2 years of experience in e-commerce operations, or support (preferred)

• Familiarity with Shopify, Shiprocket, or other e-commerce tools is a strong plus

• Strong communication skills in English and Hindi (written + spoken)

• A customer-first attitude, with empathy and clarity in communication