Company: Monkstory
Function: Operations & Supply Chain
Role: Operations Manager – E-commerce & Fulfilment
About the Role
Monkstory is looking for a hands-on Operations Manager to manage our day-to-day e-commerce fulfilment and inventory operations across our own warehouse and third-party warehouse partners.
The role will be responsible for ensuring that orders are processed and dispatched on time, inventory remains accurate across systems and warehouses, logistics issues are resolved quickly, and customers receive their orders without operational delays.
You will work closely with our internal team, logistics partners, customer service team and our 3PL partner, Prozo.
Key Responsibilities
1. Order Processing & Dispatch
- Manage daily order processing and dispatch through Shopify and Unicommerce/Uniware.
- Ensure orders are allocated, picked, packed and dispatched within defined timelines.
- Monitor pending, unfulfilled and stuck orders daily.
- Coordinate with the warehouse team to ensure dispatch SLAs are maintained.
- Identify and resolve order processing or system-related issues.
- Ensure correct AWB, invoice, shipping label and order documentation.
2. Logistics Management
- Coordinate with courier and logistics partners for daily pickups and deliveries.
- Monitor shipments from dispatch until successful customer delivery.
- Track delayed, stuck, lost and undelivered shipments.
- Manage NDR (Non-Delivery Report) cases and ensure timely re-attempts.
- Monitor RTOs and work towards reducing avoidable RTOs.
- Escalate recurring courier or delivery issues with logistics partners.
3. Customer Delivery Coordination
- Coordinate with the Customer Service team for delivery-related issues.
- Support customers where operational intervention is required for delayed or failed deliveries.
- Coordinate address corrections, delivery re-attempts and other shipment-related requests.
- Ensure customer delivery problems are resolved quickly rather than being passed between teams.
4. Inventory Management
- Maintain accurate inventory across Shopify, Unicommerce and physical warehouses.
- Monitor inventory movement between Monkstory's own warehouse and third-party warehouses.
- Conduct regular inventory reconciliation between physical stock and system stock.
- Investigate and resolve inventory mismatches.
- Monitor inward, outward, returns, damaged stock and inventory adjustments.
- Ensure stock movements are correctly recorded in the system.
5. Prozo / 3PL Coordination
Own day-to-day operational coordination with Prozo, Monkstory's third-party warehouse partner.
Responsibilities include:
- Coordinating inventory inward and GRN.
- Ensuring GRNs are completed correctly and on time.
- Coordinating stock transfers between warehouses.
- Managing gate passes and transfer documentation.
- Coordinating dispatch and logistics from the Prozo warehouse.
- Resolving inventory discrepancies with the Prozo team.
- Following up on pending inward/outward inventory.
- Ensuring Prozo follows Monkstory's fulfilment and inventory processes.
- Escalating operational issues and ensuring closure.
6. Returns & Reverse Logistics
- Monitor customer returns and RTO inventory.
- Ensure returned products are received and inwarded correctly.
- Coordinate QC and inventory updates for returned products.
- Ensure saleable inventory is made available again quickly.
- Track damaged, rejected or missing inventory separately.
7. Daily Operations Control
The Operations Manager should have complete visibility of:
- Orders received
- Orders dispatched
- Pending orders
- Delivery delays
- NDRs
- RTOs
- Returns pending inward
- GRNs pending
- Stock transfers pending
- Inventory mismatches
- Prozo operational issues
Operational problems should be identified proactively rather than waiting for customer complaints.
Key Performance Indicators (KPIs)
Performance will primarily be measured on:
- Order dispatch TAT
- % orders dispatched within SLA
- Successful delivery rate
- NDR resolution rate
- RTO percentage
- Inventory accuracy
- GRN turnaround time
- Return inward turnaround time
- Number of ageing/pending orders
- Resolution time for logistics issues
- Accuracy of stock across Shopify, Unicommerce and warehouses
Skills & Experience
- 2–5 years of experience in e-commerce operations, fulfilment, logistics or inventory management.
- Experience with Unicommerce/Uniware strongly preferred.
- Experience working with Shopify or similar e-commerce platforms.
- Understanding of courier aggregators and logistics operations.
- Experience coordinating with warehouses or 3PL partners.
- Strong Excel / Google Sheets skills.
- Good understanding of GRN, gate pass, stock transfer, NDR, RTO and reverse logistics processes.
- Strong follow-up and problem-solving ability.
- Comfortable working in a fast-moving e-commerce environment.
What We’re Looking For
We need someone who takes ownership, not someone who simply forwards operational problems to another team.
If an order is stuck, inventory doesn't match, a GRN is pending or a shipment isn't reaching the customer, this person should be able to identify the problem, coordinate with the right teams and drive it to closure.
The goal is simple:
Right product. Right inventory. Dispatched on time. Delivered to the customer.
Pay: ₹25,000.00 - ₹40,000.00 per month
Experience:
- E-Commerce: 1 year (Preferred)
Language:
Work Location: In person
