E-commerce Account Officer at GIG Logistics

Key Responsibilities:

Account Management

• Serve as the primary point of contact for e‑commerce clients (vendors, online stores, marketplaces)
• Onboard new e‑commerce clients and guide them on logistics processes and service offerings
• Maintain strong relationships with key accounts to ensure retention and growth

Order & Fulfilment Coordination

• Monitor daily order inflow from e‑commerce platforms
• Ensure timely processing, picking, packing, and dispatch of orders
• Coordinate with last-mile delivery teams for efficient fulfilment
• Track shipments and proactively resolve delivery issues

Performance Monitoring

• Track KPIs such as delivery timelines, order accuracy, returns, and customer satisfaction
• Prepare regular reports on client performance and operational metrics
• Identify bottlenecks in operations and recommend improvements

Customer Support & Issue Resolution

• Handle client complaints related to delays, lost shipments, damages, or returns
• Work with operations teams to resolve issues promptly
• Provide status updates and ensure transparency with clients

Returns & Reverse Logistics

• Manage return processes (RTO – Return to Origin, exchanges, refunds)
• Ensure proper documentation and tracking of returned items

Process Improvement

• Suggest strategies to improve delivery efficiency and reduce costs
• Support the implementation of logistics technology or system upgrades
• Ensure compliance with company policies and service level agreements (SLAs)