Operations Executive

Role Overview

Order Processing and COD

• Monitor and process Shopify and marketplace orders and exchange requests throughout the day.
• Call customers to confirm unresponsive cash-on-delivery orders and verify delivery addresses using Google Maps.
• Run return-to-origin prevention, convert cash-on-delivery orders to prepaid where possible, and screen high-risk orders before dispatch.

Fulfilment and Dispatch

• Run daily fulfilment through WareIQ and Amazon or marketplace dashboards.
• Handle exceptions such as office-based personalization and keep them on schedule.
• Oversee packing and dispatch quality, generate labels and manifests, and coordinate courier pickups.

Inventory, Delivery, and Returns

• Conduct daily stock audits, trigger transfers below SKU thresholds, and coordinate replenishment with manufacturers or warehouses.
• Keep Shopify and marketplace inventory synchronized and report slow or dead stock weekly.
• Monitor courier performance, resolve failed deliveries, process returns and exchanges, perform quality checks, issue refunds, and coordinate reverse pickups.
• Close returns within 5–7 days and proactively update customers about delivery delays.

Customer Care and Reporting

• Handle order status, delivery, exchange, and general queries through LimeChat, WhatsApp, and email.
• Resolve or escalate issues within service-level agreements and surface recurring problems for source-level fixes.
• Own the daily operations report covering shipments, returns to origin, failed deliveries, returns, service-level breaches, and stock alerts.

Continuous Improvement and Coordination

• Maintain current standard operating procedures and reduce manual work through automation and system improvements.
• Keep packaging and consumables stocked, coordinate sample and gifting dispatches, and handle office and vendor coordination.

Required Experience

• 1–3 years of experience in e-commerce operations, order fulfilment, or supply-chain coordination.
• Experience with frontline customer service by phone, WhatsApp, or chat.
• Experience managing multiple e-commerce or logistics dashboards.
• Inventory management or warehouse coordination experience is preferred.

Tools and Competencies

• Essential tools are Shopify Admin, WhatsApp Business, Google Maps, and Excel or Google Sheets.
• WareIQ, EasyEcom, Return Prime, Amazon Seller, and LimeChat can be learned on the job.
• Logistics or 3PL platforms, payment-gateway and cash-on-delivery reconciliation, and basic automation or AI tools are bonuses.
• The role requires process orientation, problem-solving, communication, ownership, and an automation mindset.

Performance Metrics