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Shrutika Naik

Customer Support & Operations Coordinator | D2C E-commerce Operations | Logistics & Reverse Logistics Management | Shopify | Uniware|Vinculum| ClickPost

Mumbai Metropolitan Region

4+ years of work experience

INC5 SHOES PRIVATE LIMITED
Apr 20251 yr 3 mosPresent

India

Customer Support & Operations Coordinator | Inc.5 Shoes Experienced Customer Support & Operations Coordinator with hands-on expertise in D2C e-commerce operations, logistics management, and customer experience. Skilled in managing end-to-end order fulfillment processes, coordinating with logistics partners, and ensuring seamless delivery operations across Forward, Reverse, and RTO shipments. Key responsibilities include monitoring shipment movements, resolving stuck-in-transit cases, following up on pickup pendencies, and driving timely case closures to enhance customer satisfaction. Proficient in logistics reporting, performance tracking, and operational data analysis to support informed business decisions. Possess working knowledge of Shopify product listing and order management, Warehouse Management Systems (WMS) for inwarding processes, and ClickPost operations as a Key Account Holder. Experienced in manual reverse order creation, shipment status updates, order creation, and maintaining logistics performance trackers. Strong ability to collaborate with cross-functional teams, streamline operational workflows, manage courier escalations, and improve supply chain efficiency while delivering exceptional customer support in a fast-paced retail environment. usti
Inc.5 Shoes Pvt Ltd
Apr 20251 yr 3 mosPresent

Managing end-to-end domestic logistics operations including Forward, RTO, and RVP shipments. Handling pickup pending cases and coordinating with courier partners and store teams for closures. Processing prepaid RTO refunds within defined SLA timelines. Managing manual RVP and forward shipment creation via Clickpost and Delhivery Panel. Acting as SPOC for courier escalations, AWB corrections, and vendor/warehouse mapping updates. Order processing via Vinculum. Monitoring shipments pending beyond 7 working days and driving resolution through structured follow-ups. Ensuring inward confirmation for returned and cancelled shipments.
Bagzone Lifestyles Pvt LTd
Apr 20232 yrsMar 2025

Mumbai, Maharashtra, India

Support Officer | Lavie Handbags & Shoes As a Support Officer, I managed customer support and operational activities with a strong focus on reverse logistics and order management. Served as a Key Account Holder for return operations, ensuring smooth coordination between customers, courier partners, and warehouse teams. Key responsibilities included: • Managing end-to-end reverse logistics operations, including returns and exchange requests. • Creating shipment labels and coordinating pickup requests with courier partners. • Monitoring pickup pendencies and ensuring timely resolution of logistics-related issues. • Coordinating with warehouse teams for order dispatch, return processing • Creating and managing orders through Uniware. • Tracking shipment statuses and resolving operational exceptions. • Liaising with internal teams and logistics partners to improve fulfillment efficiency and customer experience. • Supporting daily e-commerce operations to ensure smooth order processing and service delivery. Tools & Platforms:Uniware, Shopify, Return Prime, Zoho, Microsoft Excel, CRM Systems, Logistics Portal :- DTDC Express, Ecomm Express and Delhivery
Me N Moms Pvt. Ltd.
Nov 20211 yr 3 mosJan 2023

Mumbai, Maharashtra, India

Senior Customer Support |Me N Moms Managed customer support operations and order fulfillment activities, ensuring a seamless customer experience across order processing, delivery coordination, returns, and exchanges. Key responsibilities included: • Handling customer queries through various support channels. • Managing order fulfillment and coordinating with logistics partners. • Processing return and exchange requests. • Monitoring reverse logistics activities and shipment tracking. • Working on Shiprocket for shipment creation, tracking, and logistics coordination. • Maintaining customer records through CRM systems. • Coordinating with internal teams and courier partners for timely issue resolution. • Supporting daily operational activities to ensure smooth order processing and customer satisfaction. enjoy Customer Support

Education

Bachelors of Accounting and Finance, Accounting and Finance

Rizvi college of arts, science and commerce

20202 yrs2022

Higher secondary Certificate

Maharshi Dayanand College of Arts, Science and Commerce

20172 yrs2019

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Headline

Customer Support & Operations Coordinator | D2C E-commerce Operations | Logistics & Reverse Logistics Management | Shopify | Uniware|Vinculum| ClickPost

About

I am a Bachelor of Accounting and Finance (BAF) graduate passionate about transitioning into a dynamic finance career. I aim to leverage my skills and certifications in Ecommerce market. In my previous roles in customer support, I honed my problem-solving abilities, communication skills, and attention to detail. These experiences have prepared me to excel in roles requiring financial analysis, operational efficiency, and client relationship management. Currently, I am enhancing my expertise by mastering tools like advanced Excel, Shopify knowledgeandv operatipnal skills o prepare forhigh-impact roles in Ecommerce market I am always eager to connect with like-minded professionals, exchange ideas, and explore opportunities to contribute meaningfully in the Ecommerce D2C market. Feel free to connect with me or drop a message—I’d love to hear from you!

Location

Mumbai Metropolitan Region

Work experience

Customer support and operations coordinator at INC5 SHOES PRIVATE LIMITED, Apr 2025 - Present · 1 yr 3 mos, India, Customer Support & Operations Coordinator | Inc.5 Shoes Experienced Customer Support & Operations Coordinator with hands-on expertise in D2C e-commerce operations, logistics management, and customer experience. Skilled in managing end-to-end order fulfillment processes, coordinating with logistics partners, and ensuring seamless delivery operations across Forward, Reverse, and RTO shipments. Key responsibilities include monitoring shipment movements, resolving stuck-in-transit cases, following up on pickup pendencies, and driving timely case closures to enhance customer satisfaction. Proficient in logistics reporting, performance tracking, and operational data analysis to support informed business decisions. Possess working knowledge of Shopify product listing and order management, Warehouse Management Systems (WMS) for inwarding processes, and ClickPost operations as a Key Account Holder. Experienced in manual reverse order creation, shipment status updates, order creation, and maintaining logistics performance trackers. Strong ability to collaborate with cross-functional teams, streamline operational workflows, manage courier escalations, and improve supply chain efficiency while delivering exceptional customer support in a fast-paced retail environment. usti

Operations Coordinator at Inc.5 Shoes Pvt Ltd, Apr 2025 - Present · 1 yr 3 mos, Managing end-to-end domestic logistics operations including Forward, RTO, and RVP shipments. Handling pickup pending cases and coordinating with courier partners and store teams for closures. Processing prepaid RTO refunds within defined SLA timelines. Managing manual RVP and forward shipment creation via Clickpost and Delhivery Panel. Acting as SPOC for courier escalations, AWB corrections, and vendor/warehouse mapping updates. Order processing via Vinculum. Monitoring shipments pending beyond 7 working days and driving resolution through structured follow-ups. Ensuring inward confirmation for returned and cancelled shipments.

Support Officer at Bagzone Lifestyles Pvt LTd, Apr 2023 - Mar 2025 · 2 yrs, Mumbai, Maharashtra, India, Support Officer | Lavie Handbags & Shoes As a Support Officer, I managed customer support and operational activities with a strong focus on reverse logistics and order management. Served as a Key Account Holder for return operations, ensuring smooth coordination between customers, courier partners, and warehouse teams. Key responsibilities included: • Managing end-to-end reverse logistics operations, including returns and exchange requests. • Creating shipment labels and coordinating pickup requests with courier partners. • Monitoring pickup pendencies and ensuring timely resolution of logistics-related issues. • Coordinating with warehouse teams for order dispatch, return processing • Creating and managing orders through Uniware. • Tracking shipment statuses and resolving operational exceptions. • Liaising with internal teams and logistics partners to improve fulfillment efficiency and customer experience. • Supporting daily e-commerce operations to ensure smooth order processing and service delivery. Tools & Platforms:Uniware, Shopify, Return Prime, Zoho, Microsoft Excel, CRM Systems, Logistics Portal :- DTDC Express, Ecomm Express and Delhivery

Senior Customer Support at Me N Moms Pvt. Ltd., Nov 2021 - Jan 2023 · 1 yr 3 mos, Mumbai, Maharashtra, India, Senior Customer Support |Me N Moms Managed customer support operations and order fulfillment activities, ensuring a seamless customer experience across order processing, delivery coordination, returns, and exchanges. Key responsibilities included: • Handling customer queries through various support channels. • Managing order fulfillment and coordinating with logistics partners. • Processing return and exchange requests. • Monitoring reverse logistics activities and shipment tracking. • Working on Shiprocket for shipment creation, tracking, and logistics coordination. • Maintaining customer records through CRM systems. • Coordinating with internal teams and courier partners for timely issue resolution. • Supporting daily operational activities to ensure smooth order processing and customer satisfaction. enjoy Customer Support

Education

Bachelors of Accounting and Finance, Accounting and Finance, Rizvi college of arts, science and commerce

Higher secondary Certificate, Maharshi Dayanand College of Arts, Science and Commerce