E-Commerce and Operations Executive

We are looking for a proactive and organised E-commerce & Operations Executive to manage day-to-day orders received through our online platform or offline and ensure that customers receive their ordered products on time.
The person will be responsible for coordinating between customers, Healthy Heads, product partners/vendors and delivery partners, while maintaining accurate order records and providing a smooth customer experience.
Key Responsibilities
1. Order Management
· Monitor orders received through the Healthy Heads website or other means on a daily basis.
· Verify order details, customer information, products, quantities and delivery addresses.
· Confirm orders with customers whenever required.
· Coordinate with vendors, delivery partners for timely order processing and delivery..
· Track and follow up pending, cancelled, returned and completed orders.
2. Customer Support
· Handle complaints professionally and coordinate internally for resolution.
· Ensure customers have a positive post-purchase experience.
3. Platform & Order Data Management
· Regularly check the Healthy Heads platform for new orders.
· Maintain order, dispatch, delivery, return and cancellation reports.
· Prepare basic daily/weekly order reports.
4. Payment & Reconciliation Support
· Coordinate with the accounts/team for payment reconciliation.
· Maintain records of orders, invoices, delivery charges, refunds and returns.
· Flag payment discrepancies or unusual transactions to management.
5. Customer Experience & Improvement
· Suggest improvements in the ordering and delivery process.
· Help Healthy Heads build a reliable and customer-friendly fulfilment system.
Key Performance Indicators (KPIs)
· Order processing time and on time delivery percentage
· Reduction in failed deliveries/RTOs
· Vendor and customer coordination efficiency
· Resolution time for customer complaints
· Accuracy of order and payment reports
Skills Required
· Good communication skills in English and Hindi
· Good knowledge of Excel/Google Sheets.
· Problem-solving attitude.
· Customer-first approach.
· Ability to work independently and take ownership of tasks.
Preferred Experience
· Freshers can apply
· Experience in extensive coordination work would be an added advantage.
· 1–3 years of experience in e-commerce operations, order management, logistics, customer support, retail operations or a similar role.

Work arrangement
Yes