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 growth opportunities opportunities.
- Flexible Timing and 5 days working

📌 Executive / Senior Executive – Marketplace Operations (Night Shift) (India)
🏢 Ergode
📍 India