Multichannel Operations Associate (Supply Chain Management)

Job Title: Multichannel Operations Associate (Supply Chain Management)

Location: Remote Anywhere in India

Work Schedule: US Shift (EST)

Job Summary : The Multichannel Operations Associate will manage and optimize end-to-end operational workflows across supply chain, procurement, fulfillment, inventory, logistics, reverse logistics, aftersales, and operational systems. The role will support multiple sales channels, including Direct-to-Consumer (D2C), Retail, Wholesale, and Marketplaces, ensuring efficient order fulfillment, inventory availability, returns management, aftersales operations, and adherence to operational SLAs.

This position requires strong cross-functional collaboration with Marketing, Customer Experience, Finance, Accounting, Warehouses, Freight Partners, Vendors, and 3PL providers. The role will also contribute to demand planning, procurement, logistics coordination, RMA and refurbishment programs, cost management, system integrations, automation, and operational reporting.

The ideal candidate is highly analytical, detail-oriented, proactive, and comfortable managing multiple workflows in a fast-paced, technology-driven environment.

Key Responsibilities:

• Supply Chain & Procurement

Demand Planning & Forecasting

Maintain and update demand planning models using historical trends, current demand, inventory levels, and supplier lead times.

Monitor inventory levels and proactively identify potential shortages and supply risks.

Update demand forecasts based on incoming purchase orders and maintain accurate PO tracking in NetSuite.

Leverage AI-enabled tools such as Rilix to support forecasting, planning, and operational decision-making.

Maintain accurate master data required for supply chain and inventory planning.

Procurement

Support procurement of parts, accessories, packaging materials, and other operational requirements.

Monitor component availability and identify potential supply constraints.

Coordinate with vendors and internal stakeholders to ensure timely availability of required materials.

Logistics Coordination

Coordinate container bookings and optimize CBM utilization.

Support duty and tax calculations and logistics decisions, including DDP and FOB considerations.

Coordinate customs clearance activities with relevant partners.

Obtain, compare, and evaluate freight quotes from multiple freight forwarders.

Coordinate inventory transfers between warehouses based on business requirements.

• Fulfillment, Inventory & Warehousing

Inventory Management

Maintain accurate inventory across Shopify, Amazon, Wholesale, and warehouse/3PL systems.

Manage inventory and SKU requirements across products, refurbished units, accessories, parts, and consumables.

Coordinate receiving appointments and inbound inventory schedules with warehouses.

Conduct weekly inventory reconciliation and work with Accounting to ensure accurate warehouse-level inventory records.

Investigate and resolve discrepancies between system records and physical inventory.

Order Fulfillment

Coordinate daily order fulfillment across D2C, Retail, Wholesale, and Marketplace channels.

Partner with WSI and other 3PL providers to ensure same-day and next-day shipping SLAs are met.

Monitor fulfillment performance and proactively escalate delays and operational issues.

Support wholesale fulfillment compliance and retailer onboarding through EDI and dropshipping platforms such as Mirakl.

Coordinate with Marketing and Marketplace teams to prepare for volume spikes and peak-season requirements.

Manage inventory allocation, pre-orders, out-of-stock scenarios, and order prioritization.

Develop and implement corrective actions when fulfillment performance falls below expected SLAs.

Reverse Logistics

Manage and improve return workflows and returns portals, including platforms such as AfterShip and Redo.

Coordinate return receiving and processing with 3PL partners.

Ensure return SLAs and documentation requirements are consistently met.

Partner with Customer Experience to ensure returned products are properly processed and tracked.

Manage refurbished unit intake and ensure required quality checks are completed before resale.

• Aftersales, Repairs & Refurbishment

Repair & RMA Management

Track repair cases, repair status, parts usage, and RMA activity.

Ensure accurate RMA codes and supporting documentation.

Monitor recurring repair issues and communicate root-cause insights to Manufacturing and relevant teams.

Partner with Customer Experience and operational teams to ensure timely resolution of aftersales cases.

Refurbishment Program

Support the end-to-end refurbishment process, including intake, repair, quality assurance, and resale.

Maintain clear documentation and tracking for refurbished units.

Track refurbishment costs and assess their impact on product margins.

Ensure refurbished products meet defined quality standards before resale.

Parts & Consumables

Maintain appropriate inventory levels for filters, descalers, cleaning kits, replacement parts, and other consumables.

Monitor consumption trends and replenishment requirements.

Support Care & Cleaning subscriptions and better-brewing bundles.

Coordinate with Procurement and Supply Chain teams to prevent stock-outs of critical

parts and consumables.

• Marketplace & Channel Operations

Support the operational onboarding and launch of new marketplace and Wholesale channels.

Coordinate platform integrations, carrier mapping, logistics setup, and channel configuration.

Manage channel-specific operational requirements, including returns, cancellations, packing slips, prepaid labels, and other exceptions.

Partner with internal teams and external marketplace stakeholders to ensure smooth channel launches.

Maintain centralized operational trackers for Marketplace and channel activities.

Develop and maintain an operational knowledge base covering platform requirements, SLAs, and channel-specific workflows.

Support new coffee partner setup across ShipStation, Shopify Collective, and other relevant platforms.

• Systems, Data & Automation

System Integrations

Support and maintain integrations across platforms such as NetSuite, Shopify, Kustomer, ShipStation, Zapier, Siena AI, and other operational systems.

Coordinate system setup requirements for new partners, products, and channels.

Support backend pricing updates and other system changes.

Identify and troubleshoot data or integration issues affecting operational workflows.

Automation & Process Improvement

Identify repetitive and manual processes that can be automated.

Support automation initiatives such as email/CSV parsing, daily reporting, returns tagging, and operational tracking.

Identify opportunities to reduce manual effort, improve efficiency, and increase data accuracy.

Develop corrective action plans and process improvements when operational performance is below expectations.

Data Hygiene & Reporting

Ensure operational data across Shopify, Amazon, Kustomer, NetSuite, and other platforms is accurate and synchronized.

Maintain clean and reliable master data.

Prepare and maintain operational reports to support business decision-making.

Investigate data discrepancies and coordinate with relevant teams to resolve them.

• New Product & SKU Setup

Set up new SKUs across Shopify, NetSuite, and other relevant backend systems.

Coordinate SKU setup requirements with warehouses, 3PL partners, and Wholesale customers.

Ensure product information, pricing, inventory, and operational data are accurately configured

before launch.

Coordinate cross-functional readiness for new product launches.

• 3PL & Financial Operations

Monitor 3PL operational performance and adherence to agreed SLAs.

Review and reconcile 3PL invoices against contractual terms and agreed service levels.

Identify billing discrepancies and coordinate resolution with 3PL providers.

Maintain structured tracking of invoice audits, disputes, and resolutions.

Partner with Finance and Accounting to ensure cost transparency and recovery of incorrect or improper charges.

Monitor operational costs and identify opportunities for efficiency and cost optimization.

Key Requirements

Education & Experience

• 2+ years of experience in Operations, Supply Chain, eCommerce Operations, or Marketplace Operations.
• Experience working with a 3PL (preferably Shipmonk or similar fulfillment provider).
• Familiarity with Shopify and Marketplace platforms.
• Exposure to SLA management and fulfillment performance monitoring.
• Experience managing returns, exceptions workflows, or warranty processes.
• Basic financial acumen related to invoice review and cost reconciliation.

• Technical Skills
• Strong proficiency in Excel or Google Sheets for analysis, reconciliation, tracking, data management,

data hygiene capabilities and reporting.

• Hands-on experience with Shopify, Amazon, NetSuite, Kustomer, ShipStation, or similar platforms.
• Strong understanding of order management, fulfillment, inventory, and warehouse processes.
• Familiarity with EDI, dropshipping, and Marketplace operational requirements.
• Ability to understand system integrations and troubleshoot operational data issues.
• Familiarity with automation tools and the ability to quickly learn new software and web-based

platforms.

SoftSkills

• Excellent written and verbal communication skills.
• Strong cross-functional collaboration skills with internal teams, vendors, warehouses, freight partners,

and external stakeholders.

• High attention to detail and strong operational discipline.
• Proactive approach to identifying and resolving issues before they impact business operations.
• Ability to manage multiple priorities, projects, and operational workflows simultaneously.
• Strong ownership and accountability with consistent follow-through.
• Logical, self-motivated, and comfortable working independently.
• Ability to work effectively in a fast-paced environment without compromising quality.
• Flexible and reliable in responding to changing business requirements.
• Strong interest in process improvement, automation, and operational scalability.
• Ability to learn new systems, technologies, and processes quickly.

Work Environment

• This is a fully remote role open to candidates across India.
• A reliable work-from-home setup and stable high-speed internet connection are essential.
• Ability to collaborate effectively with distributed teams, external partners, warehouses, and service providers.
• Willingness to work US hours (EST) and adapt to changing business priorities while maintaining operational quality and timelines.