Job Summary

The Operations Specialist manages the end-to-end post-purchase customer experience, overseeing order fulfilment, return investigations, and warranty validation. The role connects logistics, customer service, vendors, and quality assurance to improve operational efficiency and customer satisfaction.

Key Responsibilities

Order Management

- Process incoming orders across multi-channel e-commerce platforms and manage order creation through the Order-to-Cash cycle.
- Track shipment milestones and monitor on-time delivery performance.
- Resolve order delays and fulfilment bottlenecks by coordinating with warehouse and logistics teams.
- Manage inventory allocation for backordered or high-demand items.

Return Investigation & Reporting

- Analyse return data to identify recurring product defects and trends.
- Prepare weekly reports on return rates, reasons, and root causes.
- Inspect flagged returns to verify reported damage, discrepancies, or potential fraud.
- Work with Quality Assurance (QA) teams on corrective and preventive action plans.

Warranty Processing & Coordination





- Assess warranty claims against company policies and product guidelines.
- Coordinate replacement shipments or customer credits within agreed timelines.
- Maintain accurate records of claim approvals, rejections, and supporting documents.
- Liaise with vendors on factory-level defects, replacements, and reimbursement.

Requirements

- Bachelor's degree is mandatory.
- 2-5 years of experience in operations or order management.
- Order-to-Cash and order creation experience are essential.
- Advanced Excel skills, including VLOOKUPs and Pivot Tables, are mandatory.
- ERP proficiency is required; SAP experience is an advantage.
- Global customer handling experience is a plus.
- Candidates should demonstrate robust analytical skills, attention to detail in return/warranty claim audits, communication, vendor management, cross-functional coordination, and problem-solving skills to resolve logistics issues and customer disputes.

📌 Order Management Executive (Order, Warranty & Returns) (Gurugram)
🏢 Glan Management Consultancy
📍 Gurugram