- Manage daily online order processing and monitor orders across Shopify, warehouse and store inventory systems.
- Track forward orders, returns, RTOs, reverse pickups and cancellations, ensuring all transactions are correctly updated across systems.
- Manage and monitor customer refunds, including COD and prepaid refunds, and coordinate with payment gateways where required.
- Track failed/cancelled reverse pickups and coordinate with customers and logistics partners for re-attempts and current AWBs.
- Monitor pending store/warehouse pickups and resolve discrepancies with courier and logistics partners.
- Coordinate with the customer care team on order status, returns, defective/wrong products, refunds and other order-related issues.
- Escalate courier and delivery issues and follow through until resolution.
- Ensure sales, returns and stock movements are correctly posted and reconciled in Ginesys/ERP and e-commerce systems.
- Manage inter-store/warehouse transfer orders and generate shipping labels for store-originated online orders.
- Support Shopify product operations, including product uploads, product information, pricing/discount updates, ALT text and coordination of website changes.
- Prepare and maintain regular sales and operational reports, including DSR, weekly sales summaries, monthly MIS, refund reports and product-status reports.
- Handle COD reconciliation and remittance tracking and support monthly freight/invoice reconciliation.
- Coordinate with developers and technology partners for system integrations, onboarding and operational improvements.
- Evaluate the technical feasibility of new e-commerce operational requirements and coordinate implementation with relevant vendors.
- Maintain accurate operational trackers and ensure timely closure of outstanding issues.