Operations Executive- Digital Marketing & E- Commerce

Job Description : Operations Executive

Department: Operations
Location: Kolkata HO
Experience: 12 Years
Employment Type: Full-time

Job Summary :

We are looking for an Operations Executive to manage day-to-day order operations for TEAME & Celest, with a primary focus on customer complaint resolution, order fulfillment, logistics coordination, and acting as a key liaison between the factory, dispatch team, and courier/logistics partners.

The ideal candidate should be organized, proactive, detail-oriented, and comfortable handling multiple operational issues while ensuring timely resolution and smooth order movement.

Key Responsibilities:

1. Customer Complaint Resolution

• Respond to customer queries and complaints on a daily basis.
• Categorize complaints related to product quality, missing/damaged orders, delivery delays, etc.
• For quality-related complaints, collect necessary proof such as product images, batch number, order details, etc., and coordinate with the factory for resolution.
• Coordinate with the dispatch/warehouse team for missing or damaged orders.
• Follow up on complaints until closure and ensure timely customer communication.
• Process replacements, refunds/store credits, and goodwill add-ons as per company guidelines.
• Identify recurring customer complaints and highlight them to management.

2. Factory, Dispatch & Logistics Coordination

• Act as the primary coordination point between the factory, dispatch team, and courier/logistics partner.
• Coordinate with the Shiprocket POC regarding shipment delays, stuck orders, failed deliveries, and other fulfillment issues.
• Track shipments using AWB numbers and ensure timely resolution of pending cases.
• Monitor daily order fulfillment and dispatch status.
• Follow up with factory/dispatch teams on pending or delayed orders.
• Coordinate special dispatch requirements such as new launches, gifting orders, damaged stock, urgent shipments, etc.

3. E-commerce & Order Operations

• Monitor and manage daily orders and fulfillment status.
• Manage EasyEcom SKU listings and coordinate on out-of-stock products.
• Maintain accurate order, SKU, inventory, and fulfillment records.
• Prepare and share operational reports as required.
• Monitor Shiprocket wallet balance and coordinate recharge requests with the relevant approvers.

4. General Operations Support

• Maintain a daily log of operational issues, complaints, escalations, and resolutions.
• Ensure proper documentation for handover and future reference.
• Send invoices to the Accounts team.
• Coordinate customer creation, vendor creation, and payment-related follow-ups.
• Support management with operational MIS and reports.
• Escalate critical or recurring operational issues to the reporting manager.

Requirements:

• 1-2 years of experience in Operations, E-commerce Operations, Order Management, D2C Operations, Logistics Operations, or a similar role.
• Hands-on experience in order processing and order fulfillment.
• Experience in customer complaint handling and issue resolution.
• Experience coordinating with courier/logistics partners and tracking shipments.
• Ability to coordinate effectively with factory, warehouse, dispatch, and internal teams.
• Good understanding of shipment tracking, AWB management, delivery delays, failed deliveries, and escalation processes.
• Good working knowledge of MS Excel / Google Sheets for tracking and reporting.
• Strong follow-up and coordination skills.
• Prior experience with Shiprocket or similar logistics platforms.
• Experience working with EasyEcom, Unicommerce, Shopify, Shipway, Pickrr, or similar e-commerce/order management platforms.
• Experience in D2C / E-commerce operations.
• Experience handling returns, replacements, refunds, store credits, and RTO orders.

Key Skills

Must Have:
Order Management | Customer Complaint Resolution | Logistics Coordination | Shipment Tracking | Dispatch Coordination | E-commerce Operations | Excel/Google Sheets | Follow-up & Escalation | Communication

Good to Have:
Shiprocket | EasyEcom | Unicommerce | Shopify | D2C Operations | SKU Management | Returns & Refunds | RTO Management | Warehouse Coordination | MIS Reporting

Interested candidates can share their resumes at [email removed]