Position: Operations Executive

Location: Bangalore

Working Days: Monday to Saturday

Experience Required: 1-3 years

About the Company

Our client is a premium travel & lifestyle bag brand built for women who move differently. They design products that are practical, stylish and thoughtfully crafted , sold on their own store, across marketplaces, and increasingly offline. Our client runs an AI-native operation, and you’ll be encouraged to automate your own work as you go , a robust place to build modern, hands-on ops skills early in your career.

Role Overview

This is the person who keeps our client’s daily operations running. You’ll own the day-to-day across fulfilment, inventory, returns and front-line customer care , everything from the moment an order is placed to the moment it (or its return) is resolved , across their own store and marketplaces. You’ll work hands-on from the office and warehouse, keep our client’s SLAs green, and build simple, repeatable workflows (and automations) so operations stay calm as order volumes grow from ~100 to 200+ a day.

Key Responsibilities

Order Processing & COD Management

- Monitor and process Shopify and marketplace orders, and exchange requests, through the day.
- Call customers to confirm unresponsive COD orders and verify delivery addresses (Google Maps).
- Run the RTO-prevention protocol, convert COD to prepaid where possible, and screen high-risk orders before dispatch.

Fulfilment & Dispatch

- Run daily fulfilment on WareIQ and the Amazon / marketplace dashboards.
- Handle exception cases , e.g. personalisation done from the office , and keep them on time.
- Oversee packing and dispatch quality so every parcel meets our client’s unboxing standard; generate labels/manifests and coordinate courier pickups.





Inventory Management

- Conduct daily stock audits; trigger transfers when a SKU drops below threshold and coordinate replenishment with the manufacturer/warehouse.
- Keep Shopify and marketplace inventory in sync through the day, and flag slow / dead stock in the weekly report.

Delivery, NDR & Returns

- Monitor delivery performance across courier partners and proactively update customers on delays.
- Work the daily NDR (failed-delivery) queue , re-attempts, callbacks, address fixes , to save deliveries before they turn into RTOs.
- Respond to return / exchange requests within 24 hours, run digital/physical QC, process refunds accurately, coordinate reverse pickups, and close returns within 5–7 days.

Customer Care & Query Resolution

- Handle front-line customer queries on LimeChat, WhatsApp and email , order status (“where is my order”), delivery issues, exchanges and general questions.
- Resolve or escalate within SLA, keep the tone on-brand, and surface recurring issues to the team so they get fixed at the source.

Reporting & Continuous Improvement

- Own the daily ops report / EOD , orders shipped vs pending, RTO/NDR, returns status, SLA breaches and stock alerts , so the team can read the state of ops at a glance.
- Keep SOPs current, and continuously reduce manual work , automate repetitive steps and suggest system improvements.

Office & Materials Coordination





- Keep packaging and consumables stocked and reordered; coordinate sample, PR / influencer and gifting dispatches; handle ad-hoc office and vendor coordination.

Required Skills & Experience

Experience (1–3 years)

- E-commerce operations, order fulfilment, or supply-chain coordination
- Front-line customer service via phone / WhatsApp / chat
- Multi-platform dashboard management (any e-commerce / logistics tools)
- Inventory management or warehouse coordination (preferred)

Tools

Essential: Shopify admin, WhatsApp Business, Google Maps, Excel / Google Sheets Will learn on the job: WareIQ, EasyEcom, Return Prime, Amazon Seller, LimeChat

Bonus: logistics / 3PL platforms, payment-gateway & COD reconciliation, basic automation / AI tools

Core Competencies

- Process-oriented , follow detailed SOPs exactly while spotting improvements
- Problem-solving , resolve customer issues, discrepancies and logistics delays independently
- Communication , clear and on-brand with customers; effective with warehouse teams and couriers
- Ownership , nothing slips; you chase things through to closed
- Automation & AI mindset , reduce manual work, and use AI tools to move faster (our client is an AI-native team)

Performance Metrics

- Order processing time: < 4 hours from confirmation to dispatch
- COD confirmation rate: > 80% within 2 hours
- RTO rate: < 10% for COD orders
- NDR resolution: majority of failed deliveries saved before they RTO
- Inventory accuracy: > 98% across all locations
- Customer response time: < 24 hours for returns / queries (faster first reply on chat)
- Return closure: within 5–7 days of the request
- Daily order volume: 50–100 orders initially, scaling to 200+

📌 Operations Executive (HSR Layout)
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📍 HSR Layout