E-Commerce Operations & Customer Experience Executive

Aura Wear · India

Location: Chennai

Experience: 1–3 years

Employment Type: Full-time

Industry: D2C / Fashion / Apparel

AURA WEAR is an Indian performance and lifestyle apparel brand built around timeless aesthetics, quality and a strong fitness-driven community.

We are looking for an E-Commerce Operations & Customer Experience Executive to take ownership of our day-to-day online order operations and customer experience.

You will manage the complete customer order lifecycle from the moment an order is placed on Shopify through dispatch and delivery, and where required, through returns, exchanges and refunds.

You will work closely with the founders, warehouse team and logistics partners to ensure orders are processed accurately, customers receive timely support, and our sales and operations data is consistently maintained.

Success in this role means orders go out on time, customer issues are resolved quickly, returns and exchanges are handled efficiently, and our sales and operational data is accurate at all times.

• Manage and process daily orders through Shopify , ensuring orders are accurate and ready for dispatch.
• Coordinate with the warehouse and logistics partners to ensure timely order processing and shipping.
• Monitor shipments and proactively follow up on delayed, failed or undelivered orders.
• Manage NDRs, RTOs and delivery exceptions with courier partners.
• Handle customer queries through WhatsApp, email, Instagram and other customer-support channels .
• Resolve customer queries related to orders, shipping, delivery, sizing, products, returns, exchanges and refunds.
• Process and manage returns and exchanges according to company policies.
• Coordinate reverse pickups and track returned shipments until completion.
• Process exchange orders and refunds accurately and within committed timelines.
• Maintain complete records of orders, returns, exchanges, refunds, cancellations and RTOs .
• Maintain daily and weekly sales, order and returns data using Shopify, Excel and/or Google Sheets.
• Prepare reports covering sales, returns, exchanges, cancellations, RTOs and other key e-commerce metrics.
• Reconcile Shopify data with warehouse and logistics records and identify discrepancies.
• Track reasons for returns and exchanges and highlight recurring product or operational issues.
• Coordinate with the warehouse regarding stock discrepancies, product availability and order-related issues.
• Ensure all customer and operational issues are followed through to resolution.
• Support the team during product launches, new collection drops and high-volume sales periods .
• Identify operational bottlenecks and suggest improvements to make the customer and order experience more efficient.
  

• 1–3 years of experience in e-commerce operations, order management, customer experience or a similar role.
• Hands-on experience with Shopify is mandatory.
• Previous experience working with a D2C, fashion, apparel or consumer brand is preferred.
• Practical experience handling orders, shipping, returns, exchanges, refunds, cancellations and RTOs .
• Experience coordinating with courier and logistics partners.
• Strong working knowledge of Excel and/or Google Sheets and maintaining sales and operational data.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Excellent organizational and problem-solving skills.
• Ability to manage multiple customer and operational issues simultaneously.
• Ability to work independently and take ownership of day-to-day responsibilities.
• Experience with Delhivery, Shiprocket or other shipping platforms is a plus.
• Experience with Unicommerce, EasyEcom or Shopify apps for returns/exchanges is a plus.
  

We are looking for someone who is hands-on, organized and takes ownership .

If you are someone who enjoys solving problems, working with data, coordinating across teams and making sure every order reaches the customer correctly and on time, we'd love to hear from you.