Ergode·2 months ago
2 months ago
Executive / Senior Executive – Marketplace Operations (Night Shift)
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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
Company
Ergode
Mumbai, India
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