We are seeking a detail-oriented Ecommerce Operations Associate to manage day-to-day ecommerce operations, ensuring smooth order processing, efficient returns management, accurate MIS reporting, and timely claim reconciliation. The ideal candidate will work closely with marketplaces, logistics partners, warehouses, and internal teams to ensure operational excellence and customer satisfaction.
Key ResponsibilitiesOrder Processing
- Process and monitor customer orders across ecommerce marketplaces and D2C channels.
- Ensure timely order confirmation, invoicing, and dispatch coordination.
- Track order status and resolve order-related exceptions.
- Coordinate with warehouse and logistics teams to ensure on-time fulfillment.
Returns & Refunds
- Manage return, replacement, and refund requests as per company and marketplace policies.
- Verify returned products and coordinate with warehouse teams.
- Monitor return trends and identify root causes to reduce return rates.
- Maintain accurate records of all return transactions.
Claims Management
- Raise and track claims related to lost, damaged, RTO, short shipment, and payment discrepancies with marketplace and logistics partners.
- Follow up with stakeholders for claim approvals and settlements.
- Reconcile claim recoveries and maintain proper documentation.
- Prepare periodic claim status reports.
MIS & Reporting
- Prepare daily, weekly, and monthly MIS reports on orders, returns, claims, inventory, and operational performance.
- Analyze operational data and highlight key trends or exceptions.
- Maintain dashboards using Excel or Google Sheets.
- Support management with data for business reviews and decision-making.
Operational Coordination
- Coordinate with customer support, finance, warehouse, and logistics teams for issue resolution.
- Ensure compliance with marketplace SLAs and operational processes.
- Assist in inventory reconciliation and stock movement tracking.
- Identify opportunities to improve operational efficiency.
Qualifications
- Bachelor's degree in Commerce, Business Administration, or a related field.
- 1–3 years of experience in ecommerce operations or marketplace operations.
- Strong knowledge of order management, returns, and claim handling.
- Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, basic formulas).
- Good analytical, organizational, and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Skills
- Experience with Amazon, Flipkart, Myntra, Ajio, or Shopify operations.
- Knowledge of ERP, OMS, or Warehouse Management Systems (WMS).
- Experience in reconciliation and operational reporting.
Key Performance Indicators (KPIs)
- Order processing accuracy and turnaround time
- Return processing TAT
- Claims resolution and recovery rate
- MIS accuracy and timeliness
- SLA adherence
- Operational issue resolution time
- Inventory reconciliation accuracy
Pay: ₹9,747.01 - ₹20,000.00 per month
Benefits:
Work Location: In person
