E-Commerce operation executive

Role & responsibilities

The E-commerce Operations Executive will play a crucial role in managing and optimizing the daily operations of our online platform. This role is responsible for handling Ship from Store operations, ship from warehouse, returns and exchanges from customers, order reconciliation, and addressing customer complaints, ensuring a smooth and efficient process from order placement to delivery. The individual will work closely with multiple teams, including warehouse, logistics, and customer service, to provide a seamless experience for our customers.

Key Responsibilities:

1. Ship from Store Operations:

• Oversee the Ship from Store process, ensuring timely fulfillment of online orders directly from store locations.
• Coordinate with store teams to pick, pack, and ship products efficiently.
• Ensure accurate documentation and order tracking for all shipments made from the store.
• Resolve any logistical issues related to in-store fulfillment and collaborate with the logistics team for smooth delivery.
• Collaborate with logistics partners to ensure timely delivery to the customers.

2. Ship from warehouse :

• Oversee the Ship from warehouse process, ensuring timely fulfillment of online orders directly from store locations.
• Coordinate with warehouse teams to pick, pack, and ship products efficiently.
• Ensure accurate documentation and order tracking for all shipments made from the store.
• Resolve any logistical issues related to in-store fulfillment and collaborate with the logistics team for smooth delivery.
• Collaborate with logistics partners to ensure timely delivery to the customers.

 3. Returns Management:

• Handle customer returns, ensuring proper processing in the system.
• Investigate reasons for returns and ensure proper communication with customers.
• Process refunds or replacements in accordance with company policies.
• Coordinate with the warehouse or store teams to manage returned stock and update inventory.
• Ensure compliance with return/exchange policies and maintain a positive customer experience.
• Ensuring the refund process seamless to the customers and refund is initated as per the TAT.

4. Order Reconciliation:

• Perform regular reconciliation of e-commerce orders against inventory and financial records.
• Investigate discrepancies between orders, payments and status of orders. 
• Work closely with the finance and accounting team to resolve billing or payment-related issues.
• Ensure accurate and timely reporting of order fulfillment, returns, and other key performance metrics.
• Monitor and resolve any outstanding issues related to order processing or inventory discrepancies.

5. Customer Complaints and Issue Resolution:

• Act as the primary point of contact for customer complaints related to order fulfillment, returns, or product quality.
• Investigate customer issues thoroughly and respond with a solution that aligns with company policies and enhances the customer experience.
• Work with the customer service team to handle customer inquiries and escalate issues as needed.
• Track and report customer complaints to identify recurring problems or trends and work to improve processes and customer satisfaction.
• Provide feedback to relevant departments (e.g., logistics, warehouse, product teams) for process improvements.

6. Reporting & Analytics:

• Generate and analyze reports related to order fulfillment, returns, complaints, and inventory.
• Identify trends, performance bottlenecks, or areas for improvement in the e-commerce operations process.
• Collaborate with the operations manager to implement process improvements based on report findings.

• Experience: 2-4 years of experience in e-commerce operations or retail operations, with a focus on logistics, order management, and customer service.
• Proficiency in e-commerce platforms (Sales force commerce cloud, Magento, etc.), Order Management Systems (OMS), and CRM tools. Familiarity with MS Excel (advanced) and power BI.
• Strong ability to handle operational issues, complaints, and discrepancies effectively.
• Excellent written and verbal communication skills to interact with internal teams and customers.
• Strong organizational and multitasking abilities, with a keen eye for detail.
• A passion for delivering excellent customer service and resolving issues efficiently.
•  Ability to work collaboratively with cross-functional teams.
• This role may require occasional evening/weekend work based on business needs.
• Ability to work in a fast-paced and dynamic e-commerce environment.