Experience: 38 years of experience in Merchant Operations, Customer Operations, Supply Chain Operations, E-commerce Operations, or Sales Operations.

Skills

- Robust understanding of e-commerce platforms, and online sales processes (Preferably in Electronics) or have worked in Operations for E-Comm channel with a manufacturing Organization and handled processes on Flipkart or Amazon or both.
- Proficient in Merchant Management, Claims & Dispute Resolution, Account Reconciliation, Claims Management.
- Experience in establishing robust governance for settlements and merchant servicing. Drive automation and process improvements that enhance operational efficiency and reduce escalations
- Ability to work collaboratively across teams and manage multiple projects simultaneously. Experience in data analysis and reporting tools is a plus.

Merchant Relationship Management

- Act as the single point of contact for merchant operational concerns and escalations.
- Ensure timely resolution of merchant complaints related to deliveries, returns, claims, payments, and account discrepancies.
- Conduct regular merchant reviews to identify pain points and improvement opportunities.

Delivery & Fulfilment Operations
- Monitor order fulfilment and delivery performance across all channels.
- Coordinate with logistics partners and internal teams to resolve delivery-related issues.
- Drive improvements in service levels and merchant experience.

Claims Management
- Own end-to-end claims management process.
- Work closely with finance teams to improve settlement accuracy and turnaround times.
- Coordinate with logistics, finance, and commercial team for claim settlements.
- Ensure claims are processed within defined SLA timelines.

Process Excellence & Continuous Improvement
- Analyse recurring merchant issues and identify root causes. - Design and implement process improvements to enhance operational efficiency.



- Develop and maintain SOPs for merchant operations.
- Drive automation initiatives to reduce manual intervention and improve turnaround times

Interested candidates can mail their resumes at [email protected] Thank you and Regards,

Vinita Kadam

Senior Consultant- Sourcing

T (+91) 022 66816930

215 - ATRIUM, Unit no. 215, 2nd floor, C - Wing,

Andheri - Kurla Road, Andheri East,

Mumbai 400069,Maharashtra I India

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