Customer Fulfillment Manager

Job Description – Sales Operations (After-Sales Specialist )

About the Role

We are looking for a Sales Operations professional with strong after-sales expertise to ensure seamless post-order experiences for our customers. This role will be the central link between Sales, Customer Support, Logistics, and Finance— ensuring orders are fulfilled on time, escalations are resolved quickly, and customer satisfaction remains high while safeguarding company margins.

Key Responsibilities

Order & Fulfillment Management

Oversee order lifecycle : confirmation, dispatch, delivery, and closure.

Monitor order aging daily (pending dispatch, in-transit, delayed) and trigger escalations as per SLA.

Coordinate with warehouses and logistics partners (BlueDart, ClickPost, Uniware, etc.) for smooth dispatch and delivery.

Customer Escalations & Resolutions

Act as escalation point for refunds, replacements, chargebacks, and disputes. Ensure timely resolution of issues related to COD, prepaid orders, returns, and cancellations.

Collaborate with the customer service team to standardize response protocols.

Refunds, Exchanges & Finance Coordination

Manage backend operations for refunds and exchanges, including coordination with Finance and Accounts.

Track and reconcile refund / exchange data for accuracy.

Process Control & Reporting

Maintain dashboards for order status, returns / cancellations, SLA adherence, and CSAT scores.

Identify recurring issues, perform RCA (Root Cause Analysis), and recommend process improvements.

Ensure compliance with warranty / return policies and document exception approvals.

Cross-Functional Collaboration

Work closely with Sales for smooth handover of orders to after-sales.

Coordinate with Logistics for delivery delays, RTO (return-to-origin), and re dispatches.

Qualifications & Skills

Graduate / Postgraduate with 2–3 years’ experience in After-Sales / Sales Ops / Customer Service Backend.

Hands-on experience with CRMs (LeadSquared / Salesforce), order management tools (ClickPost, Uniware), and payment gateways (Razorpay, GoKwik).

Strong analytical & Excel / Google Sheets skills for dashboards and reporting. Excellent problem-solving and coordination skills with ability to manage high pressure escalations.

Knowledge of logistics flows, refunds, chargebacks, and SLA-driven operations.

Interested candidate can share their resume to sanobar.s@myfrido.com