Job Description: Operations & Customer Support – Vendor Management

Role: Operations & Customer Support – Vendor Management
Location: Noida, Sector 63
Experience: Minimum 2 years
Employment Type: Full-time
Work Mode: On-site
Salary: ₹20,000 – ₹35,000 per month

About the Role

We are looking for an experienced and proactive Operations & Customer Support Executive to manage day-to-day e-commerce operations, customer queries, order coordination, and vendor management.

The ideal candidate should have hands-on experience in e-commerce operations, order processing, customer support, vendor coordination, returns/replacements, and logistics follow-ups. The candidate will be responsible for ensuring smooth order fulfilment and a seamless customer experience.

Key Responsibilities1. E-commerce Operations

- Manage day-to-day e-commerce operations and ensure smooth order processing.
- Monitor orders from order placement to dispatch, delivery, return, or replacement.
- Track pending, delayed, cancelled, failed, and returned orders.
- Coordinate with warehouse, logistics, vendors, and internal teams for timely order fulfilment.
- Identify operational bottlenecks and ensure timely resolution.
- Maintain accurate records of orders, shipments, returns, cancellations, and replacements.
- Ensure operational processes are followed accurately and efficiently.

2. Customer Support & Experience

- Handle customer queries through phone, WhatsApp, email, chat, and other support channels.
- Resolve customer issues related to orders, delivery, payments, returns, refunds, replacements, and product-related concerns.
- Coordinate with vendors, courier partners, and internal teams to resolve customer complaints.
- Ensure timely follow-up and closure of customer issues.
- Maintain records of customer complaints and resolutions.
- Identify recurring customer issues and suggest improvements to reduce complaints.
- Ensure a professional and positive customer experience at every stage.

3. Vendor Management

- Coordinate with existing vendors for orders, stock availability, dispatch, delivery, returns, and replacements.
- Follow up regularly with vendors for pending and delayed orders.
- Maintain vendor databases, contact details, product information, pricing, and operational records.




- Monitor vendor performance and identify service-level issues.
- Coordinate with vendors regarding product availability, quality issues, damaged products, returns, and replacements.
- Build and maintain professional relationships with vendors.
- Escalate critical vendor issues to the concerned management team.

4. Order, Inventory & Logistics Coordination

- Monitor inventory availability and coordinate with vendors/warehouse teams for stock updates.
- Ensure products are available for processing before confirming orders where required.
- Track shipments and coordinate with logistics/courier partners for delayed or failed deliveries.
- Monitor RTO, NDR, cancellations, returns, and replacement orders.
- Coordinate with relevant teams to reduce order delays and delivery failures.
- Assist in reconciliation of orders, inventory, returns, and refunds.

5. Reporting & MIS

- Maintain daily and weekly operational trackers.
- Prepare reports covering:
- Orders processed
- Pending/failed orders
- Dispatch and delivery status
- Returns and replacements
- Customer complaints
- Refunds
- Vendor performance
- RTO/NDR
- Maintain accurate data using MS Excel / Google Sheets.
- Share regular updates with management regarding operational issues and performance.

Required Skills & Qualifications

- Minimum 2 years of experience in e-commerce operations, customer support, vendor management, order management, or a similar role.
- Experience working with an e-commerce company, D2C brand, marketplace, or online retail business preferred.
- Strong communication and interpersonal skills.
- Excellent follow-up and coordination abilities.
- Good working knowledge of MS Excel / Google Sheets.
- Comfortable communicating with customers, vendors, logistics partners, and internal teams.
- Strong problem-solving and multitasking skills.
- Good attention to detail and data accuracy.




- Ability to work under pressure and manage multiple operational priorities.
- Strong ownership and accountability for assigned tasks.

Preferred Experience

Candidates with experience in any of the following areas will be preferred:

- E-commerce order management
- D2C operations
- Vendor coordination
- Customer support
- Logistics and courier coordination
- Returns & replacement management
- RTO/NDR management
- Inventory coordination
- Marketplace operations
- WhatsApp/customer support operations
- Excel-based MIS and reporting

Preferred Candidate Profile

We are looking for someone who is:

Proactive – Takes initiative and follows up without constant supervision.

Customer-focused – Understands the importance of customer satisfaction and timely resolution.

Good at coordination – Can effectively communicate with customers, vendors, logistics partners, and internal teams.

Strong in follow-ups – Ensures pending tasks and issues are taken to closure.

Detail-oriented – Can identify errors in orders, inventory, customer data, and reports.

Problem-solver – Can quickly identify the root cause of operational issues and coordinate solutions.

Responsible & organised – Can manage multiple orders, vendors, and customer issues simultaneously.

Key Performance Indicators (KPIs)

- Order processing and fulfilment accuracy
- Customer query resolution time
- Customer complaint closure rate
- Vendor response and fulfilment time
- Reduction in delayed/pending orders
- RTO/NDR management
- Return and replacement turnaround time
- Order and inventory data accuracy
- Vendor performance
- Customer satisfaction
- Timely completion of operational reports

Why Join Us?

This role provides an opportunity to take ownership of end-to-end e-commerce operations, customer experience, and vendor coordination while working in a quick-paced environment.

If you have 2+ years of hands-on e-commerce operations experience, are strong in customer communication and vendor follow-ups, and enjoy solving operational challenges, we would love to hear from you.

Compensation

₹25,000 – ₹35,000 per month, depending on experience, skills, and current compensation.

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

- Paid sick time
- Provident Fund

Work Location: In person

📌 Operations & Vendor Management Executive (Noida)
🏢 Digital Khidki
📍 Noida