E-Commerce Operations Executive

Full-Time · On-Site · 1–3 Years Experience

About the Role

We're looking for a driven and detail-oriented E-Commerce Operations Executive to own the day-to-day flow of our fulfilment and customer operations. You'll be the backbone of our order journey — from the moment a customer checks out to the moment their package lands at their door. This is a hands-on role that blends logistics, technology, and customer experience, and you'll work closely with our management, finance, and logistics teams to keep things running smoothly.

Key Responsibilities

Order Fulfilment & Dispatch

- Manage end-to-end order processing — picking, packing, dispatch, and delivery tracking.
- Maintain accurate synchronisation between Shopify and iThink logistics platforms.
- Ensure timely and accurate order updates across all fulfilment touchpoints.

Courier & Logistics Management

- Monitor courier SLAs and proactively drive reduction in Return-to-Origin (RTO) rates.
- Liaise with courier partners to resolve escalations and improve delivery success rates.
- Identify process gaps and recommend improvements to reduce transit delays.

Customer Support & Escalation Handling

- Handle customer queries related to orders, deliveries, returns, and refunds.
- Manage delivery escalations with empathy and urgency, ensuring timely resolution.
- Maintain positive customer experience metrics and flag recurring issues to the team.

Inventory & Finance Coordination

- Work closely with the Finance team on inventory valuation and RTO reporting.
- Assist in stock reconciliation and ensure system inventory matches physical counts.




- Flag discrepancies promptly and support month-end reporting requirements.

Reporting & Team Supervision

- Prepare and present weekly operational performance reports to management.
- Track key metrics including fulfilment rate, RTO %, delivery TAT, and customer response time.
- Train, onboard, and supervise the Operations Intern on a day-to-day basis.

Who We're Looking For

- 1–3 years of experience in e-commerce, logistics, fulfilment, operations, or customer service.
- Hands-on experience with Shopify or similar e-commerce platforms.
- Proficiency in Excel and/or Google Sheets for reporting and data management.
- Familiarity with courier platforms, shipping dashboards, or 3PL systems.
- Strong attention to detail with the ability to manage multiple tasks simultaneously.
- Clear and skilled communicator — both written and verbal.
- A proactive, problem-solving mindset with a high sense of ownership.

Nice to Have

- Experience with iThink Logistics or similar fulfilment partners.
- Prior exposure to RTO management strategies and NDR (Non-Delivery Report) handling.
- Understanding of basic inventory accounting or supply chain workflows.
- Experience training or mentoring junior team members.

What You'll Own

You'll be the go-to person for all things operations — managing fulfilment, resolving escalations, coordinating with couriers, and keeping leadership informed with clear, actionable reports. You'll also play a key role in shaping the efficiency of our day-to-day workflows.

Pay: ₹12,000.00 - ₹15,000.00 per month

Work Location: In person

📌 E-Commerce Operations Executive (Mumbai)
🏢 Tender Skin Products
📍 Mumbai