E- Commerce Operations Executive

Job Title: E-commerce Operations Executive
Location: Bengaluru

Immediate joiners preferred

Job Summary:
The E-commerce Operations Executive plays a vital role in managing and optimizing the daily operations of our online platform. This individual will be responsible for overseeing Ship from Store and Ship from Warehouse operations, handling returns and exchanges, order reconciliation, and addressing customer complaints. Working closely with multiple teams, including warehouse, logistics, and customer service, the E-commerce Operations Executive ensures a seamless experience for our customers.

Key Responsibilities:

1. Ship from Store Operations:
   
• Oversee the Ship from Store process to ensure timely order fulfillment from store locations.
• Coordinate with store teams for efficient picking, packing, and shipping of products.
• Ensure accurate documentation and order tracking for shipments.
• Resolve any logistical issues and collaborate with logistics teams for smooth delivery.
• Work with logistics partners to ensure timely delivery to customers.
2. Ship from Warehouse Operations:
   
• Oversee the Ship from Warehouse process, ensuring timely order fulfillment from warehouse locations.
• Coordinate with warehouse teams for efficient picking, packing, and shipping of products.
• Ensure accurate documentation and order tracking for shipments.
• Resolve any logistical issues and collaborate with logistics teams for smooth delivery.
• Work with logistics partners to ensure timely delivery to customers.
3. Returns Management:
   
• Handle customer returns and ensure proper processing in the system.
• Investigate reasons for returns and communicate with customers.
• Process refunds or replacements in line with company policies.
• Coordinate with warehouse/store teams to manage returned stock and update inventory.
• Ensure compliance with return/exchange policies and maintain a positive customer experience.
• Ensure timely initiation of refunds as per the defined TAT.
4. Order Reconciliation:
   
• Perform regular reconciliation of e-commerce orders against inventory and financial records.
• Investigate discrepancies between orders, payments, and order statuses.
• Collaborate with the finance and accounting teams to resolve billing or payment issues.
• Ensure timely reporting of order fulfillment, returns, and key performance metrics.
• Monitor and resolve outstanding issues related to order processing or inventory discrepancies.
5. Customer Complaints and Issue Resolution:
   
• Serve as the primary point of contact for customer complaints regarding order fulfillment, returns, or product quality.
• Investigate customer issues and provide solutions in alignment with company policies.
• Collaborate with the customer service team to handle inquiries and escalate issues when necessary.
• Track and report recurring customer complaints, and work toward improving processes and customer satisfaction.
• Provide feedback to relevant departments (logistics, warehouse, product teams) to enhance processes.
6. Reporting & Analytics:
   
• Generate and analyze reports related to order fulfillment, returns, complaints, and inventory.
• Identify trends, performance bottlenecks, and areas for improvement in e-commerce operations.
• Collaborate with the operations manager to implement process improvements based on report findings.

Skills & Qualifications:

• Education: Bachelors degree in Business, Operations Management, Supply Chain, or related field.
• Experience: 2-4 years of experience in e-commerce or retail operations, focusing on logistics, order management, and customer service.

• Technical Skills:
• Proficiency in e-commerce platforms (Salesforce Commerce Cloud, Magento, etc.), Order Management Systems (OMS), and CRM tools.
• Strong working knowledge of MS Excel (advanced) and Power BI.

• Core Skills:
• Strong problem-solving skills for handling operational issues, complaints, and discrepancies.
• Excellent written and verbal communication skills.
• Strong organizational, multitasking, and attention-to-detail abilities.
• A passion for delivering excellent customer service and resolving issues efficiently.
• Ability to collaborate with cross-functional teams.
• Willingness to work in a fast-paced and dynamic e-commerce environment.
• Availability for occasional evening/weekend work based on business needs.