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ergode·21 days ago

Executive / Senior Executive – Marketplace Operations (Night Shift)

Mumbai, IndiaFull-timeMid · 4-5 years

About this role

Executive / Senior Executive – Marketplace Operations (Night Shift)

Location: Mulund, Mumbai, Maharashtra
Department: Global Capability Center (GCC)
Reporting To: Assistant Manager / Manager – Marketplace Operations

About the Role

We are looking for a proactive and detail-oriented Marketplace Operations Executive/Senior Executive to support end-to-end operations for our US-based ecommerce business. The ideal candidate will be responsible for customer support, vendor coordination, order management, returns, operational reporting, and ensuring smooth day-to-day marketplace operations while maintaining high service quality and operational accuracy.


Key Responsibilities

Customer Support Operations

  • Manage customer queries via Email, Calls, Live Chat, and Social Media.
  • Ensure timely responses while meeting defined SLAs.
  • Resolve customer issues and escalate complex cases when required.
  • Maintain high customer satisfaction through effective issue resolution.

Returns & Refund Operations

  • Process return and refund requests accurately.
  • Coordinate with vendors for replacements and approvals.
  • Track pending cases and ensure timely closure.

Vendor Operations

  • Coordinate with vendors on order status, shipment updates, cancellations, and returns.
  • Follow up on delayed orders and resolve operational issues.
  • Maintain strong vendor relationships.

Order Fulfilment & Marketplace Operations

  • Monitor open orders and shipment status.
  • Update tracking information in Shopify, Rithum (DSCO), and internal systems.
  • Coordinate with logistics partners for delivery-related issues.
  • Ensure order data accuracy across platforms.

Customer Reputation Management

  • Monitor customer reviews across various review platforms.
  • Respond to customer feedback promptly.
  • Coordinate with internal teams to resolve complaints.

Chargeback & Inquiry Management

  • Support chargeback and inquiry dispute handling.
  • Collect supporting documents and maintain dispute records.
  • Ensure timely submission of required information.

Operational Reporting

  • Prepare daily, weekly, and monthly operational reports.
  • Maintain dashboards related to customer support, orders, returns, and vendor performance.
  • Ensure reporting accuracy and timely submission.

Process Improvement

  • Identify operational challenges and suggest process improvements.
  • Follow Standard Operating Procedures (SOPs).
  • Support automation and AI-driven operational initiatives.

Experience & Qualifications

  • 4–5 years of experience in Ecommerce Operations, Marketplace Operations, Customer Support, Vendor Management, or Order Management.
  • Experience with US-based ecommerce operations is preferred.
  • Prior experience working with Amazon, Walmart Marketplace, Shopify, Wayfair, Zulily, or similar platforms will be an advantage.

What We Offer

  • Opportunity to work with global ecommerce brands and international clients.
  • Exposure to multiple marketplace platforms and business operations.
  • Hands-on experience with AI-driven tools and process automation.
  • Collaborative work environment with excellent learning and career growth opportunities.
  • Flexible Timing and 5 days working

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