E-commerce Operations Specialist

Bachelor's

Location: Hyderabad

Work Arrangement: Work from Office

Employment Type: Full-time

Experience Required: 4-8 years

Industry: Fashion, Retail, D2C or E-commerce

About the Role

We are looking for an experienced and hands-on E-commerce Operations Manager to join our existing e-commerce team in Hyderabad.

The candidate will work closely with order-processing, warehouse, retail-store, catalogue, customer-support, logistics, finance and technology teams to ensure smooth day-to-day e-commerce operations.

This is a cross-functional role requiring strong coordination, problem-solving and follow-up skills. The candidate will support different teams, monitor execution, resolve operational issues and help improve the overall customer experience.

Key ResponsibilitiesOrder and Fulfilment Operations

• Monitor the complete order journey, from order placement to successful delivery.
• Process and track orders using Vinculum OMS and Shopify.
• Coordinate order fulfilment across warehouses and retail showrooms.
• Monitor pending, unfulfilled, delayed, cancelled and failed-delivery orders.
• Coordinate with stores, warehouses and logistics partners to resolve fulfilment issues.
• Track picking, packing, invoicing, dispatch and delivery timelines.
• Support domestic and international order operations.
• Monitor returns, exchanges, refunds and RTO orders.

Inventory and Omnichannel Operations

• Monitor inventory availability and synchronization across Shopify, Vinculum, warehouses and stores.
• Identify inventory mismatches and coordinate with the appropriate teams for resolution.
• Support stock allocation and omnichannel order fulfilment.
• Monitor out-of-stock products and inventory-related order failures.
• Assist teams with inventory reconciliation and stock-related reporting.
• Escalate recurring inventory or system issues to the relevant stakeholders.

Product Listing and Catalogue Management

• Work with the catalogue team to create and update products on Shopify.
• Review product titles, descriptions, images, prices, sizes, variants, tags and collections.
• Ensure product information is complete, accurate and correctly displayed.
• Coordinate with photography, content, merchandising and technology teams to resolve catalogue issues.
• Monitor product activation, deactivation and inventory visibility on the website.
• Conduct regular website checks to identify product and catalogue errors.

Customer Support Coordination

• Work with the customer-support team to resolve order-related queries and escalations.
• Help resolve concerns related to delivery, cancellations, exchanges, returns and refunds.
• Coordinate with internal teams to provide customers with accurate and timely resolutions.
• Monitor recurring customer complaints and identify their operational root causes.
• Help maintain a consistent and positive customer experience.

Reporting and Process Improvement

• Prepare and maintain daily, weekly and monthly operational reports.
• Analyse order, inventory, fulfilment, returns and customer-support data.
• Track important operational KPIs, including:
• Order fulfilment turnaround time
• Pending and delayed orders
• Cancellation rate
• Return and RTO rate
• Inventory accuracy
• Customer-query resolution time
• Highlight operational delays, gaps and recurring issues.
• Conduct root-cause analysis and coordinate corrective actions.
• Recommend improvements to reduce errors and improve efficiency.
• Prepare MIS reports and share actionable updates with management.

Mandatory Experience and Skills

• 35 years of experience in e-commerce operations.
• Previous experience working with an e-commerce company, D2C brand or omnichannel retail business is mandatory.
• Hands-on working experience with Vinculum OMS is mandatory.
• Hands-on working experience with Shopify is mandatory.
• Advanced Microsoft Excel skills are mandatory.
• Experience in order fulfilment, inventory management, product listing and customer support.
• Good understanding of shipping, returns, exchanges, refunds and RTO processes.
• Ability to coordinate effectively with multiple teams and external partners.
• Strong analytical, communication, problem-solving and follow-up skills.
• Ability to manage priorities and work effectively in a fast-paced environment.
• Strong attention to detail and a process-oriented approach.

Advanced Excel Requirements

The candidate must be proficient in:

• PivotTables and PivotCharts
• XLOOKUP and VLOOKUP
• INDEX-MATCH
• SUMIFS, COUNTIFS and IF formulas
• Data cleaning and reconciliation
• Conditional formatting
• MIS reports and dashboards
• Handling and analysing large datasets

Educational Qualification

• Any graduate
• Relevant practical experience in e-commerce operations will be given significant importance.

Preferred Languages

The candidate should preferably be able to communicate in:

• English
• Telugu
• Hindi

Preferred Candidate Profile

• Experience in fashion, apparel or lifestyle e-commerce will be an advantage.
• Experience coordinating with retail showrooms and warehouses is preferred.
• Familiarity with omnichannel fulfilment will be beneficial.
• Comfortable working with data, systems and operational reports.
• Collaborative and capable of working effectively with existing teams.
• Proactive in identifying issues, following up and ensuring closure.
• Willing to work from the office in Hyderabad.

Success in This Role

The candidate will be successful by helping the team achieve:

• Faster and more accurate order fulfilment
• Better inventory accuracy
• Timely resolution of operational issues
• Accurate and complete product listings
• Reduced cancellations and fulfilment failures
• Better coordination between departments
• Improved customer satisfaction

Important: This is a full-time, work-from-office position in Hyderabad. Candidates without relevant e-commerce experience or hands-on knowledge of Vinculum, Shopify and Advanced Excel will not be considered.