Website:
claspo.store
Job details:
Position: E-commerce Operations Consultant
Experience: 2–5 years
Employment Type: Full-time
Location: Ahmedabad / On-site
Platforms: Shopify, Amazon, Flipkart
Department: E-commerce Operations and Sales
About the Role
We are looking for an experienced and responsible E-commerce Operations Consultant to manage the day-to-day operations of our online sales channels, primarily Shopify, Amazon, and Flipkart.
The candidate will be responsible for managing orders, advertising campaigns, customer support, platform tickets, returns, refunds, product packaging guidelines, sales reporting, and coordination with e-commerce platform support teams.
The ideal candidate should have strong communication skills, practical knowledge of seller portals, good reporting abilities, and the ability to independently manage multiple e-commerce platforms.
Key ResponsibilitiesOrder Management
- Monitor and process daily orders received through Shopify, Amazon, and Flipkart.
- Ensure orders are accepted, packed, invoiced, and dispatched within the required timelines.
- Coordinate with the warehouse, packaging, courier, and internal teams for timely fulfilment.
- Monitor delayed, cancelled, undelivered, and failed delivery orders.
- Track order status and take corrective action wherever required.
- Maintain proper records of fulfilled, pending, cancelled, and returned orders.
Returns, Refunds and Replacements
- Manage customer return, refund, replacement, and cancellation requests.
- Verify returned products and coordinate with the warehouse or quality team.
- Raise disputes or claims for incorrect, damaged, used, or fraudulent returns.
- Follow up with Amazon, Flipkart, Shopify, courier companies, and payment gateways regarding pending refunds or claims.
- Maintain return and refund reports with appropriate reasons and supporting evidence.
- Identify repeated return reasons and recommend corrective actions.
Customer Support
- Respond to customer queries through calls, emails, chats, WhatsApp, and marketplace communication systems.
- Handle customer complaints professionally and provide timely resolutions.
- Follow up with customers regarding delivery issues, product concerns, replacements, and refunds.
- Maintain a professional and customer-friendly communication approach.
- Escalate serious complaints or product-related issues to the management team.
Marketplace Support and Ticket Management
- Raise and manage support tickets with Amazon, Flipkart, Shopify, courier partners, and other e-commerce service providers.
- Regularly follow up on open cases until final resolution.
- Communicate with marketplace support teams through calls, emails, chats, or scheduled meetings.
- Maintain a tracker of all support cases, ticket numbers, status, expected resolution dates, and outcomes.
- Handle account health, listing, payment, settlement, order, return, and policy-related issues.
Advertising and Promotions
- Assist in creating and managing advertising campaigns on Amazon, Flipkart, Shopify, Meta, and other relevant channels.
- Monitor campaign budgets, impressions, clicks, conversions, sales, ROAS, and advertising costs.
- Coordinate with marketing teams for creatives, offers, promotions, and campaign requirements.
- Prepare regular advertising performance reports.
- Recommend changes to improve campaign performance and reduce unnecessary advertising expenses.
- Monitor ongoing deals, coupons, discounts, and marketplace promotional opportunities.
Product Listing Management
- Create, update, and optimise product listings on Shopify, Amazon, and Flipkart.
- Ensure product titles, descriptions, specifications, keywords, pricing, images, and product variations are accurate.
- Coordinate with design and content teams for product images, banners, videos, and listing content.
- Monitor suppressed, blocked, inactive, or rejected listings and take corrective action.
- Maintain consistency of product information across all platforms.
- Check competitor listings, pricing, offers, and customer reviews.
Packaging and Dispatch Guidelines
- Understand and implement packaging guidelines prescribed by Amazon, Flipkart, Shopify, courier partners, and the company.
- Ensure products are packed safely and in accordance with marketplace requirements.
- Coordinate packaging material requirements, including boxes, labels, invoices, barcodes, protective material, and branding.
- Guide the packaging and warehouse teams regarding platform-specific packaging standards.
- Minimise packaging-related damage, customer complaints, and return cases.
- Conduct periodic checks to ensure packaging quality and compliance.
Inventory and Stock Coordination
- Monitor stock availability across all e-commerce platforms.
- Coordinate with the inventory and warehouse teams to avoid overselling or stock-outs.
- Update inventory levels, product availability, and stock status wherever required.
- Identify fast-moving, slow-moving, and out-of-stock products.
- Assist management with inventory planning based on sales trends.
Sales and Business Reports
Prepare and maintain daily, weekly, and monthly reports, including:
- Platform-wise sales reports
- Product-wise sales reports
- Order fulfilment reports
- Cancellation reports
- Return and refund reports
- Advertising performance reports
- Inventory and stock reports
- Marketplace settlement reports
- Profitability and commission reports
- Customer complaint reports
- Pending ticket and escalation reports
- Marketplace performance and account health reports
The candidate should be comfortable working with Microsoft Excel or Google Sheets, including formulas, filters, pivot tables, lookups, and data comparison.
Payment and Settlement Reconciliation
- Download and review settlement reports from Amazon, Flipkart, Shopify, payment gateways, and courier partners.
- Coordinate with the accounts team for payment reconciliation.
- Identify payment differences, deductions, penalties, commissions, shipping charges, and pending settlements.
- Raise support cases for incorrect or missing payments.
- Maintain proper settlement and reconciliation records.
Required Skills and Qualifications
- Minimum 2 years of relevant experience in e-commerce operations.
- Practical experience with Shopify, Amazon Seller Central, and Flipkart Seller Hub.
- Knowledge of order processing, returns, refunds, settlements, listings, and customer support.
- Experience in managing marketplace support tickets and platform-related escalations.
- Basic understanding of Amazon and Flipkart advertising platforms.
- Strong knowledge of Microsoft Excel and Google Sheets.
- Good written and verbal communication skills in English and Hindi.
- Ability to communicate professionally with customers and marketplace support teams.
- Strong attention to detail and problem-solving skills.
- Ability to manage multiple tasks and platforms independently.
- Good coordination and follow-up skills.
- Ability to work under deadlines and manage high order volumes.
Preferred Skills
- Experience in fashion, electronics, smartwatches, accessories, consumer products, or lifestyle products.
- Knowledge of Meta Ads, Google Ads, Shopify apps, and payment gateways.
- Understanding of product SEO and marketplace keyword optimisation.
- Experience with courier aggregators and logistics platforms.
- Knowledge of GST invoices, marketplace commissions, TCS, TDS, and settlement reports.
- Experience in handling account health or seller performance issues.
- Familiarity with Canva or basic image-editing tools will be an advantage.
Key Performance Indicators
Performance will be measured based on:
- Order processing accuracy
- On-time dispatch percentage
- Reduction in order cancellations
- Reduction in returns and refunds
- Customer complaint resolution time
- Marketplace ticket resolution time
- Advertising performance and ROAS
- Listing quality and product availability
- Settlement reconciliation accuracy
- Quality and timeliness of reports
- Overall marketplace account health
- Growth in platform-wise sales
Candidate Profile
We are looking for a candidate who is:
- Responsible and self-motivated
- Customer-focused
- Organised and process-oriented
- Comfortable with calling and following up with support teams
- Capable of taking ownership of issues until resolution
- Good at analysing sales and operational data
- Willing to learn new platforms and tools
- Honest, punctual, and committed to the organisation
Application Requirements
Interested candidates should share their updated resume along with the following details:
- Total work experience
- Relevant e-commerce experience
- Platforms previously managed
- Current salary
- Expected salary
- Notice period
- Current location
Click on Apply to know more.