123Stores - Manager - Sales & Service (4-6 yrs)

We are seeking a driven and results-oriented Manager (Sales & Service) to lead a team managing critical day-to-day operations of our US Amazon E-commerce business. This role is pivotal in ensuring the seamless execution of tasks such as order processing, shipment follow up, payment reconciliation, catalog improvement, and customer support. You will coordinate diverse operations to meet tight deadlines, maintain accuracy, and deliver exceptional service standards.

Roles & Responsibilities:

1. Leadership & Supervision Responsibilities:

- Hire, onboard, and train new team members, ensuring they are well-versed in operational processes.

- Assign daily tasks, monitor work quality, and review team performance against productivity benchmarks.

- Provide coaching and mentorship to a team of approximately 10 members, fostering a culture of excellence and accountability.

- Focus on maintaining high standards of work quality, team productivity, and timely task completion.

2. Performance Monitoring Responsibilities:

- Oversee the end-to-end Amazon/E-commerce operational processes, covering all aspects including order management, shipment follow-ups, payment reconciliations, and catalog

updates.

- Become an expert in Amazon operations and KPIs, using this knowledge to track daily metrics and resolve challenges.

- Proactively address issues to ensure compliance with Amazon's performance standards and benchmarks.

3. Operations Responsibilities:

- Perform complex operational tasks personally, including data analysis, escalated issue resolution, and supplier/customer interactions.

- Take a hands-on approach to troubleshooting and resolving escalations through direct communication with US suppliers and customers.

- Use advanced Excel skills for data management, task assignment, and performance tracking.

- Collaborate with the team to ensure smooth execution of day-to-day operations.

4. Sales Responsibilities:

- Foster growth-oriented relationships with suppliers by delivering exceptional service quality.

- Identify and capitalize on opportunities to drive mutual sales growth through efficient operations and excellent support.

- Develop insights into the competitive landscape to create strategies for gaining an edge and expanding market share.

5. Process Optimization Responsibilities:

- Collaborate with the tech/engineering team to enhance internal systems, ensuring they align with operational needs.

- Act as a bridge between the team and system developers to streamline workflows and automate repetitive tasks.

- Monitor internal systems to identify inefficiencies, propose improvements, and ensure healthy operational performance.

Required Candidate Profile:

- Leadership & Team Management: Strong leadership, interpersonal, and team management skills, with hands-on experience in managing operational workflows.

- E-commerce Expertise: Must have experience in E-commerce operations; familiarity with Amazon Seller Central is highly preferred.

- Technical Expertise: Proficiency in MS Excel (advanced functions like VLOOKUP, Pivot Tables) and other data management tools.

- Analytical Skills: Strong number-crunching, logical reasoning, and problem-solving abilities with a focus on detail and continuous improvement.

- Business Acumen: Sharp industry insight, including an understanding of market trends, competitors, and business opportunities.

- Communication Skills: Excellent written and verbal communication skills, with the ability to handle escalations and build strong supplier relationships.

- Adaptability: Ability to thrive in a fast-paced, ever-evolving work environment with a proactive and positive attitude.

- Learning Mindset: Willingness to learn, implement feedback, and foster a "work hard, stay positive" mentality.

Experience:

- 4-6 years in E-commerce operations, with specific experience in managing Amazon processes preferred.

Education: MBA

Working Hours: 2.00 PM to 12.00 AM Mon-Fri

Location: Rash Behari Avenue, Kolkata