We are seeking a proactive and detail-oriented Ecommerce Support Executive to support the Ecommerce Manager in executing and monitoring day-to-day ecommerce operations across platforms such as Amazon, Flipkart, Zepto, Blinkit, JioMart, and other online sales channels.

The role will focus on product listing maintenance, account health monitoring, customer reviews and ratings tracking, Voice of Customer (VoC) analysis, inventory monitoring, reporting, and coordination with internal teams and external agencies. The candidate will help ensure smooth ecommerce operations, timely issue resolution, accurate reporting, and an improved customer experience.

Key Responsibilities1. Product Listings and Maintenance

- Create, update, and optimize product listings across ecommerce platforms.
- Ensure listings have accurate, complete, and SEO-friendly titles, descriptions, images, attributes, and other relevant details.
- Regularly audit listings for accuracy, completeness, and compliance with platform guidelines.
- Coordinate with relevant teams to resolve listing errors, suppressed listings, and content-related issues.

2. Account Health and Performance Monitoring

- Regularly monitor account health and performance metrics on Amazon, Flipkart, and other assigned platforms.
- Monitor buyer messages, customer complaints, and platform notifications, and coordinate with the respective teams for timely resolution.
- Track account-related issues, policy violations, listing restrictions, and other performance concerns.
- Maintain trackers for account health, open issues, resolution status, and pending actions.
- Escalate critical issues to the Ecommerce Manager.

3. Customer Reviews, Ratings and Review Tracker Management

- Maintain and regularly update a consolidated Reviews and Ratings Tracker for all ecommerce platforms.
- Monitor product ratings, customer reviews, negative feedback, and changes in ratings across platforms.
- Maintain a separate Paid Reviews Tracker, wherever applicable, to record campaign or agency-related activities, status, costs, and supporting details in accordance with applicable platform policies.
- Coordinate with internal teams and external agencies regarding review-related activities, follow-ups, reporting, and pending actions.
- Cross-check review-related reports, agency submissions,



and supporting documents for accuracy and completeness.
- Identify negative reviews, recurring customer complaints, and products with declining ratings, and share insights with the concerned teams.
- Verify eligible review-related expenses against approved records and supporting documents, and initiate reimbursements through the prescribed internal process after the required checks and approvals.
- Maintain reimbursement records, including claims submitted, amounts, supporting documents, approval status, and payment status.
- Ensure all review-related activities follow applicable marketplace policies and company guidelines, without engaging in fake, incentivized, or otherwise prohibited reviews.

4. Voice of Customer (VoC) and Customer Experience Monitoring

- Regularly check the Voice of Customer (VoC), customer experience (CX) reviews, and customer feedback across all assigned ecommerce platforms.
- Monitor customer feedback, product reviews, complaints, return-related feedback, and recurring issues affecting customer satisfaction.
- Categorize feedback into key themes such as product quality, product performance, packaging, delivery, listing accuracy, and customer expectations.
- Prepare weekly and monthly VoC reports highlighting major complaints, recurring issues, positive feedback, and improvement opportunities.
- Coordinate with Quality, Supply Chain, After-Sales, Product, and other relevant teams to investigate issues and drive corrective actions.
- Maintain a corrective action tracker with issue details, responsible owners, target dates, and closure status.
- Follow up with concerned teams until actions are completed and report unresolved or recurring issues to the Ecommerce Manager.

5. Inventory and Stock Monitoring

- Monitor stock availability across ecommerce platforms and relevant warehouse locations.
- Track out-of-stock products, low-stock alerts, and inventory discrepancies.




- Coordinate with the Supply Chain team to highlight stock-related concerns and support timely replenishment.
- Maintain inventory monitoring trackers and report potential stock-out risks.

6. Reporting and Documentation

- Prepare and regularly update trackers for listings, account health, reviews and ratings, paid reviews, reimbursements, customer feedback, claims, inventory, and platform-related issues.
- Generate weekly and monthly reports covering account performance, listing status, customer ratings, negative reviews, VoC insights, reimbursement status, and pending corrective actions.
- Ensure all trackers are accurate, up to date, and supported by relevant records.
- Maintain proper documentation of communications, approvals, claims, and issue-resolution activities.

7. Cross-Functional and Agency Coordination

- Work closely with Ecommerce, Supply Chain, Accounts, Quality, After-Sales, and other internal teams to ensure smooth operations.
- Coordinate with external agencies and service providers for review monitoring, reporting, approved campaigns, and other ecommerce-related activities.
- Follow up with stakeholders to ensure timely completion of assigned tasks and closure of pending issues.
- Coordinate with the Accounts team for verification and processing of eligible reimbursements after the required approvals.

8. General Support

- Provide regular operational updates to the Ecommerce Manager / Ecommerce Head.
- Maintain daily task updates and highlight delays, risks, and unresolved issues.
- Support ecommerce projects, process improvements, and other operational activities as assigned.
- Perform additional ecommerce-related tasks as required to ensure seamless daily operations.

Key Expectations

- Strong attention to detail and accuracy in maintaining trackers.
- Good Excel or Google Sheets skills.
- Ability to coordinate effectively with internal teams and external agencies.
- Proactive follow-up and timely closure of pending tasks.
- Basic understanding of ecommerce marketplaces, customer reviews, ratings, and account health.
- Good communication, organization, and reporting skills.
- Willingness to learn and work in a fast-paced ecommerce environment.

Pay: Up to ₹20,000.00 per month

Perks:

- Health insurance

Work Location: In person

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