Order Confirmation Executive

Job Title

Order Confirmation Executive

Experience Level

Entry-Level to Mid-Level

Salary

PKR 30,000 – 45,000 + Performance Incentives

Job Description

Brands Trade is looking for an Order Confirmation Executive to manage COD-based customer communication, including order confirmation calls, WhatsApp follow-ups, no-response calls, cancellation control, shipper advice handling, manual order tracking, and delivery follow-up.

The ideal candidate should have experience in customer support, COD order confirmation, call handling, WhatsApp communication, and basic reporting. This role requires strong follow-up, polite communication, data accuracy, and the ability to handle customers from their first confirmation call until delivery.

Key Responsibilities

• Make daily order confirmation calls for COD orders across multiple e-commerce stores.
• Confirm customer name, phone number, address, product, quantity, variant, and COD amount.
• Handle customer follow-ups through both calls and WhatsApp.
• Call no-response customers for 3 consecutive days at different times.
• Update accurate order statuses including confirmed, cancelled, pending, no-response, on-hold, duplicate, wrong number, and fake orders.
• Handle customer objections and try to save orders before marking them cancelled.
• Keep cancellation rate within company benchmark of maximum 7%.
• Support return ratio control with department benchmark of maximum 20%.
• Perform cross calls for confirmation and cancelled orders where required.
• Handle shipper advice cases including customer unavailable, refused parcel, address issue, future delivery, and re-attempt requests.
• Track dispatched orders manually after 48 hours.
• Follow up with customers during the delivery journey until final delivery status.
• Update Order Confirmation Sheet, CSR KPI Dashboard, on-hold orders, and tracking remarks accurately.
• Share cancellation and return reasons for store-wise and product-wise analysis.
• Coordinate with CS Team Lead, logistics, OFA, and operations teams where required.
• Maintain professional communication with customers at all times.

Required Skills

• Customer support
• COD order confirmation
• Call handling
• WhatsApp follow-up
• Customer objection handling
• Cancellation control
• Shipper advice handling
• Manual order tracking
• Basic Google Sheets / Microsoft Excel
• Data accuracy
• Follow-up and escalation
• Professional communication
• Pressure handling
• Basic reporting

Required Experience

• Minimum 6 months of experience in customer support, order confirmation, call center, or e-commerce operations.
• Experience in COD-based e-commerce will be preferred.
• Experience in calls + WhatsApp customer follow-up will be preferred.
• Basic Google Sheets / Excel knowledge is required.
• Urdu communication and basic English understanding are required.

KPIs for This Role

The selected candidate will be evaluated on:

• Order confirmation rate
• Cancellation rate control — maximum 7%
• Return ratio support — maximum 23% department benchmark
• Same-day order contact rate
• No-response follow-up completion for 3 consecutive days
• Shipper advice follow-up
• Manual tracking accuracy after 48 hours
• Order status accuracy
• Customer communication quality
• Attendance and punctuality
• Leaderboard performance
• Data accuracy

Workload Expectations

• Confirmation calls: 200–400 orders/calls daily
• Shipper advice: 100–200 cases/calls daily
• Manual order tracking: 200–300 orders daily, with ±100 calls depending on issue volume

Ideal Candidate Profile

We are looking for someone who:

• Speaks politely and professionally with customers.
• Can handle pressure and high daily call volume.
• Understands COD customer behavior.
• Has strong follow-up habits.
• Can use calls and WhatsApp properly for customer communication.
• Can update sheets accurately without fake or unclear statuses.
• Can handle objections and reduce cancellations.
• Can support delivery follow-up and shipper advice cases.
• Is punctual, disciplined, and serious about daily targets.

Red Flags / Not Suitable For

This role is not suitable for someone who:

• Has no customer support or calling experience.
• Cannot handle high call volume.
• Has weak communication skills.
• Cannot use Google Sheets or Excel basics.
• Avoids follow-up or accountability.
• Gets rude or impatient with customers.
• Marks fake confirmations or fake no-response statuses.
• Cannot work with daily KPIs and performance tracking.
• Only wants a simple calling job without responsibility.

About Brands Trade

Brands Trade is an e-commerce company managing multiple Shopify stores across different product categories. We handle complete store operations including product hunting, marketing, order confirmation, dispatch, logistics, courier coordination, reporting, and store scaling.

We are looking for serious, disciplined, and growth-oriented team members who can help us improve customer support, order confirmation, delivery ratio, and operational performance.

Application Instructions

Interested candidates can apply by sharing their CV with the subject:

Application – Order Confirmation Executive

Candidates with relevant customer support, COD order confirmation, call center, e-commerce, WhatsApp follow-up, and basic reporting experience will be preferred.