Managing, improving and optimizing e-commerce & logistics operations to to enhance customer experience.

📍 : Noida

Experience: 1 -2 years

About the Role

As an Ecommerce Operations Executive your role is to run the day-to-day operations of the ecommerce business efficiently right from product listing to a timely delivery of the product to the customer. Your role would involve cross-functional operational processes and facilitate efficient collaboration between fulfilment, marketing and finance teams, as well as third-party logistics partners.

Core Responsibilities

• Product & Inventory Management: Create and manage product listings for our website & other sales channels, ensuring accurate product descriptions, images, and pricing. Coordinate with warehouse to maintain up-to-date product information and monitor inventory levels ensuring that products are in stock and available for sale.
• Order Processing: Oversee and process customer orders, including order confirmation, communication to warehouse team, invoicing, tracking, returns and resolution of order-related issues across channels and platforms.
• Customer Success: Manage customer inquiries, complaints, and feedback promptly and effectively.
• Performance & Reporting: Utilise customer & logistics data to analyse and identify patterns, preferences, pain points and make data-driven decisions towards optimisation of cost and logistical efficiency. Maintain dispatch and sales reports to keep the data transparent with the rest of the team.

Must Haves

• Understanding of logistics platforms like Shiprocket, DHL, Delhivery etc
• Familiarity with leading ecommerce platforms like Shopify, Zoho etc
• Good written and verbal communication skills
• Time Management: You will be moving from one activity to another between creating labels to inventory to handling customer call to ensure smooth delivery, it is pertinent that you stay organised and manage your time effectively to ensure smooth shopping experience.
• Eagerness to Learn: We operate with a wide catalogue and our customers have all sorts of queries ranging from product specifications to styling tips. You should keep yourself updated on our offerings and the latest trends to help customers with their different needs.
• Problem Solving: You should possess a combination of critical thinking, analytical abilities, and creativity for making the best use of customer insights and contribute towards reducing costs and improved operational efficiency.

Good To Have

• Seo knowledge

What would success look like for you

You will be contributing to three major themes for Fleck, namely Product Listing Mangement, logistic efficiency and customer satisfaction. Your success would accordingly be measured via the contribution you make to the following

• Reduced Customer Queries regarding product details & fulfilment
• Reduced costs & fulfilment timelines: Reducing picking, packing & shipping errors while optimising cost of shipping & reducing TAT for deliveries.
• Customer Satisfaction Score: Defining and maintaining a high customer satisfaction score by ensuring accurate information, timely deliveries & quick resolution.

Culture Fitment

• You have an opinion on home: We are passionate about the home space and would want to work with people who reflect that passion. You should be someone who is actively trying to do the best for themselves in life and at home.
• You are proactive & independent: We are a bunch of individuals trying to change the relationship people have with their homes, we don’t want to tell you what to do. You should be bringing ideas to the table and executing them in collaboration with the team
• You take ownership of your growth: We are an early stage startup and while our intent is to do the best by everyone, we are currently not equipped to drive mentorship & growth programmes at and individual level. You should be growth minded and enable yourself to learn with the team and grow yourself with the business

Send your resume at hiring@fleck.co.in

Engaging existing customers to ensure a great after purchase experience and converting new ones by enabling them in both B2C and B2B space.

📍 : Noida

Experience: 1 -2 years

About the Role

Selling physical products through digital platforms results in a disconnect in the mind of consumers. Your role is to enable people to take the leap from liking a product to purchasing it and enabling them to make the best use of it post purchase. Your role would involve answering product queries, building trust & helping people with ideas for a great digital shopping experience. You will be collaborating with the operations & fulfilment team for addressing queries and the founders for delivering a brand experience & driving initiatives based on customer insights.

Core Responsibilities

• Pre / Post Sales Support Helping customers with required details on products and policies to ensure a good buying experience across all channels
• Sales Conversion Enabling people to make choices on products and reaching out to customers that have dropped off to understand their concerns to address and convert them into purchase
• Warehouse & Fulfilment Team Sync Staying in sync with the warehousing and fulfilment teams to be updated about product details & availability
• Vetting Partnerships Leads Evaluating inbound leads on all channels and passing qualified leads to the relevant team
• Customer Research Reaching out to customers periodically to build a better understanding of our customer base

Must Haves

• Great Communication Skills You should have excellent verbal and written communication skills to communicate with customers with ease over multiple channels like email, chat, instagram and calls that follow different codes of conduct.
• Empathy & Relation Building You should to understand customer motivations & be empathetic towards customers problems and needs to enable them to have the best experience with Fleck. Our focus is on building a long term relationship with our customers and not just push products.
• Time Management You will be moving from one activity to another between chatting with customers, answering phone calls, replying to emails, or responding to social media comments and planning, it is pertinent that you stay organised and manage your time effectively to ensure high quality of service without missing anyone.
• Eagerness to Learn We operate with a wide catalogue and our customers have all sorts of queries ranging from product specifications to styling tips. You should keep yourself updated on our offerings and the latest trends to help customers with their different needs.

Good to have

• Problem Solving You should possess a combination of critical thinking, analytical abilities, and creativity for making the best use of customer insights and contribute to strategy and figure out product solutions. You should be learn to understand customer behaviour through non interactive channels like data analysis and shopping videos to better understand the audience you will serve.

What would success look like for you

You will be contributing to two major themes for Fleck, namely conversion and customer satisfaction. Your success would accordingly be measured via the contribution you make to the following

• Revenue contribution: Conversions via any interactive medium led by you
• Customer Satisfaction Score: Defining and maintaining a high customer satisfaction score

Culture Fitment

• You have an opinion on home We are passionate about the home space and would want to work with people who reflect that passion. You should be someone who is actively trying to do the best for themselves in life and at home.
• You are proactive & independent We are a bunch of individuals trying to change the relationship people have with their homes, we don’t want to tell you what to do. You should be bringing ideas to the table and executing them in collaboration with the team
• You take ownership of your growth We are an early stage startup and while our intent is to do the best by everyone, we are currently not equipped to drive mentorship & growth programmes at and individual level. You should be growth minded and enable yourself to learn with the team and grow yourself with the business

Interview Process

• Round 1 Casual Chat : Divyanshi, Partnerships Manager
• Round 2 Process Deep dive : Nishant, Co-founder
• Round 3 Culture fit: Shruti, Co-founder

Send us your resume at hiring@fleck.co.in