Sales Support Executive

Job Description – Sales Support Executive

Department: Sales / E-Commerce

Designation: Online Sales Support Executive

Location: Vadodara

Reports To: Sales / Operations Manager

Job Purpose

The Online Sales Support Executive will be responsible for managing online customer enquiries, e-commerce orders, order coordination, packing and dispatch coordination, customer communication, and ERP updates. The role will ensure that every online enquiry and order is handled promptly and accurately from enquiry to final delivery.

Key Responsibilities

1. Customer Enquiry & Response Management

Handle customer enquiries received through:

WhatsApp

Email

Facebook

Instagram

Other online channels

Respond to customer queries professionally and promptly.

Understand the customer's requirement and provide appropriate product information.

Coordinate internally to resolve customer complaints or queries.

Ensure customer queries are resolved within 1–2 hours wherever possible.

2. Customer Order Management

Receive and process online customer orders.

Call customers to confirm orders wherever required.

Verify:

Products and quantities

Delivery address

Contact details

Payment/order status

Identify opportunities for upselling and cross-selling relevant products.

Enter confirmed orders into the ERP/system accurately.

3. Order Coordination

Monitor order status from confirmation to dispatch.

Coordinate with the Manufacturing/Production team for orders that are not ready.

Follow up on: Order Received → Manufacturing → Order Ready → Packing → Dispatch

Ensure no confirmed order remains unattended or delayed.

4. Packing & Dispatch Coordination

Coordinate with the packing team once the order is ready.

Verify that the correct products and quantities are packed.

Coordinate dispatch through:

Shiprocket

Courier partners

Other approved logistics partners

Generate shipping/dispatch details and ensure timely handover to the courier.

5. Post-Dispatch Customer Communication

Inform customers immediately after dispatch through appropriate channels.

Send:

Dispatch confirmation

Courier/tracking details

Expected delivery information

Communication may be through WhatsApp and Email.

Handle customer follow-ups related to shipment status and delivery.

6. E-Commerce Listing

Create and maintain e-commerce product listings.

Ensure product information is accurate and updated, including:

Product name

Description

Product images

Pack size

Pricing

Ingredients/product information

Availability

Coordinate updates across relevant online platforms.

7. ERP Data Entry & Maintenance

Perform timely and accurate ERP data entry.

Update:

Customer details

Sales orders

Order status

Product details

Dispatch information

Relevant sales records

Ensure online orders and physical dispatches are properly reflected in the ERP.

Order Flow to be Followed

Customer Enquiry

↓

Customer Response / Query Resolution

↓

Order Received

↓

Call Customer & Confirm Order + Upsell

↓

ERP Order Entry

↓

Manufacturing / Order Preparation

↓

Order Ready

↓

Packing

↓

Shiprocket / Courier Dispatch

↓

WhatsApp / Email Dispatch Notification

↓

Customer Follow-up & Delivery Support

Key Performance Indicators (KPIs)

Customer queries responded to within 1–2 hours

Order confirmation accuracy

Timely ERP order entry

Zero/mínimal order-entry errors

On-time order coordination and dispatch

Accurate courier/tracking communication

E-commerce listing accuracy and completeness

Customer satisfaction and complaint resolution

Upselling/cross-selling performance

Candidate Profile

Education: Graduate preferred

Good communication skills in English and Hindi/Gujarati

Comfortable using WhatsApp, Email, Instagram and Facebook

Basic computer and Excel skills

Experience with ERP/e-commerce platforms preferred

Strong follow-up and coordination skills

Good attention to detail

Ability to handle multiple orders and customer conversations simultaneously

Prior experience in e-commerce, inside sales, customer support or order processing will be an advantage.

Important

This is not purely a customer-service role. The person will be responsible for the complete online order cycle — customer enquiry → order confirmation → ERP → production coordination → packing → courier dispatch → customer notification.