Customer Service & Operations Coordinator

Job Title : Customer Service & Operations Coordinator

Location : IMT Faridabad, India

Industry : Printing / PoD Manufacturing

Work Type : Full-time, On-site

About the Role

We’re hiring a proactive, detail-oriented Customer Service & Operations Coordinator to support our print-on-demand production and global order fulfillment. This is a hybrid role that sits at the intersection of customer communication, production coordination, shipment tracking, and real-time reporting.

You’ll be the go-to person for order flow visibility—from the moment an order is received to when it’s printed, packed, and delivered.

Key Responsibilities

Customer Support

Respond to order-related queries via email, chat, and phone, in fluent English

Manage customer expectations around delivery timelines, product options, and returns

Proactively follow up on delayed orders, address mismatches, and resolve complaints professionally

Order & Shipment Coordination

Monitor live orders from platforms like Shopify, Etsy, and WooCommerce

Coordinate with production teams to ensure timely printing and dispatch

Generate daily shipping label files, track courier updates, and flag delivery issues

Production & Inventory Coordination

Track SKU-wise production status, raise alerts for bottlenecks or missing inputs

Maintain inventory logs for packaging materials, blanks, jigs, etc.

Help ensure orders are packed as per SOPs and handed over to the right courier

Reporting & Dashboard Management

Build and maintain real-time dashboards in Google Sheets or Excel

Use formulas like VLOOKUP, INDEX / MATCH, SUMIFS, QUERY, IMPORTRANGE for operational tracking

Share daily / weekly reports for :

Pending orders

Production delays

Shipment exceptions

Inventory stock levels

Cross-Team Communication

Bridge communication between designers, printers, packers, customer care, and dispatch

Log issues and support CAPA (Corrective Action Plan) for repeated complaints

Who You Are

3–5 years experience in eCommerce, D2C, or print-on-demand businesses

Strong command over Google Sheets, Excel, and real-time dashboarding

Excellent English communication skills – both written and verbal

Highly organized, proactive, and comfortable handling 20+ open issues simultaneously

Familiar with tools like Shiprocket, AfterShip, Slack, Google Drive, WhatsApp Web

Bonus Points If You Have

Worked with print-on-demand or custom-made product brands

Experience coordinating with printing teams, cutter operators, or QC staff

Exposure to TAT SLAs, cutoff times, and international shipping constraints