E-Commerce Executive

About Deccan Law House

Deccan Law House has been a reputable name for over three decades, specializing in Law and Tax books. It caters to a diverse clientele that includes students, legal professionals, government departments, and educational institutions throughout India. The company operates through multiple channels such as e-commerce, physical retail outlets, bulk institutional sales, and publishing, while also branching into technology with a new software division.

Position Overview

We are seeking a responsible and organised E-Commerce Executive to oversee daily operations of our online business presence. This role focuses on three main domains: catalog management, order processing, and customer service. Candidates must demonstrate strong organisation, meticulous attention to detail, and robust communication skills in English, as the role requires direct interaction with customers via several communication methods.

Primary Responsibilities

• Manage the online product catalog by adding new books/products with accurate and up-to-date titles, edition information, pricing, and images.
• Ensure categorisation, search tags, and product attributes are current and relevant.
• Consistently audit the catalog for discrepancies or outdated details and coordinate updates with relevant departments.
• Process incoming orders daily, including invoice creation, coordination with warehouse teams, and managing shipment logistics with courier partners.
• Track shipments to identify and proactively resolve any delivery issues.
• Handle order cancellations, returns, replacements, and refunds promptly while maintaining detailed records.
• Provide customer support through phone, WhatsApp, and email, addressing queries related to product availability, pricing, order and delivery status, returns, and refunds.
• Resolve customer complaints professionally and maintain a high standard of service throughout the shopping experience.
• Maintain daily operational records and generate reports using Excel or Google Sheets.
• Liaise effectively with store, warehouse, publishing, procurement, and management teams to ensure smooth operations.
• Identify repetitive operational challenges and suggest improvements.

Candidate Requirements

• Possess 1 to 3 years experience in e-commerce operations, catalog maintenance, order management, or customer support.
• Excellent verbal and written English proficiency.
• Comfortable managing customer communications over phone, WhatsApp, and email professionally.
• Good knowledge of MS Excel or Google Sheets alongside basic computer and internet skills.
• Detail-oriented with strong organisational abilities and capability to handle multiple tasks independently.
• A proactive and professional approach to ownership and accountability in assigned responsibilities.
• Preferred experience includes familiarity with e-commerce platforms like Dukaan, Shopify, WooCommerce; marketplace experience with Amazon or Flipkart; and use of courier/shipping software, CRM tools, and inventory/order management systems.
• Understanding of Hindi and/or Telugu languages is considered beneficial.

Essential Attributes

The ideal candidate is self-driven, taking initiative to resolve pending orders, customer complaints, catalog updates, shipment problems, returns, refunds, and follow-ups without constant supervision.

Excellent communication skills, keen attention to detail, responsiveness, and accountability are critical for success in this position.