Order Management Executive

Role & responsibilities

• Monitor and process online orders, verifying payment status, product details, prescriptions and shipping information.
• Confirm stock availability and coordinate product sourcing with stores, warehouses and brand suppliers.
• Coordinate prescription lens orders with the optical and lens-processing teams, ensuring all required details are complete before processing.
• Track pending orders and follow up regularly to meet committed dispatch timelines.
• Coordinate quality checks, packaging, invoices, shipping labels and courier bookings before dispatch.
• Ensure products, colour codes, sizes and lens specifications match the confirmed order.
• Update order status, tracking details and fulfilment records accurately.
• Work closely with customer care to communication delays, availability issues and revised delivery timelines.
• Monitor shipments and resolve delivery exceptions, failed delivery attempts and return-to-origin cases.
• Process approved cancellations, exchanges and returns, and coordinate refunds with the accounts team.
• Maintain daily reports on pending orders, dispatches, ageing orders, returns and unresolved issues.
• Identify recurring fulfilment problems and recommend improvements to reduce errors and delays.

Preferred candidate profile

• Minimum 2 years of experience in e-commerce order processing, fulfilment or operations.
• Hands-on experience with Shopify or similar order-management platforms.
• Good working knowledge of Excel or Google Sheets, including order tracking and reporting.
• Familiarity with courier portals, shipment tracking and reverse logistics.
• Strong attention to detail and the ability to manage multiple orders and priorities.
• Effective communication and coordination skills in English and Hindi; Bengali will be an advantage.
• Ability to take ownership, resolve operational issues and follow through until closure.
• Experience in eyewear, prescription lenses or optical retail will be preferred.