Operations Executive- Digital Marketing & E- Commerce

Madhu Jayanti International; Kolkata District; On-site; INR 300,000 - 450,000; Full time

Job summary

Madhu Jayanti International is seeking an Operations Executive in Kolkata to manage day-to-day order operations, focus on complaint resolution, and coordinate with factory, dispatch, and courier partners for smooth order movement.

The role requires strong organizational skills, proactive handling of multiple issues, and effective communication to ensure timely resolutions and customer satisfaction.

Qualifications

• 1–2 years of experience in Operations or E‑commerce Operations.
• Hands-on order processing, fulfillment, and issue resolution.
• Experience coordinating with courier/logistics partners and tracking shipments.
• Ability to coordinate with factory, warehouse, dispatch, and internal teams.

Responsibilities

• Manage day-to-day order operations and customer complaint resolution.
• Coordinate factory, dispatch and courier/logistics partners to ensure timely fulfillment.
• Monitor orders, SKUs, inventory, and fulfillment records; share operational reports.
• Handle returns, replacements, refunds, store credits, and RTO orders.
• Maintain daily log of issues, escalations, and resolutions; support MIS reporting.

Skills

Order management

Customer support

Logistics coordination

Shipment tracking

Dispatch coordination

E-commerce operations

Excel/Google Sheets

Follow-up & escalation

Communication

D2C operations

RTO management

Tools

Shiprocket

EasyEcom

Unicommerce

Shopify

Shipway

Pickrr

Job description

Job Description : Operations Executive

Department: Operations
Location: Kolkata HO
Experience: 12 Years
Employment Type: Full-time

Job Summary :

We are looking for an Operations Executive to manage day-to-day order operations for TEAME & Celest, with a primary focus on customer complaint resolution, order fulfillment, logistics coordination, and acting as a key liaison between the factory, dispatch team, and courier/logistics partners.

The ideal candidate should be organized, proactive, detail-oriented, and comfortable handling multiple operational issues while ensuring timely resolution and smooth order movement.

Key Responsibilities:

1. Customer Complaint Resolution

• Respond to customer queries and complaints on a daily basis.
• Categorize complaints related to product quality, missing/damaged orders, delivery delays, etc.
• For quality-related complaints, collect necessary proof such as product images, batch number, order details, etc., and coordinate with the factory for resolution.
• Coordinate with the dispatch/warehouse team for missing or damaged orders.
• Follow up on complaints until closure and ensure timely customer communication.
• Process replacements, refunds/store credits, and goodwill add-ons as per company guidelines.
• Identify recurring customer complaints and highlight them to management.

2. Factory, Dispatch & Logistics Coordination

• Act as the primary coordination point between the factory, dispatch team, and courier/logistics partner.
• Coordinate with the Shiprocket POC regarding shipment delays, stuck orders, failed deliveries, and other fulfillment issues.
• Track shipments using AWB numbers and ensure timely resolution of pending cases.
• Monitor daily order fulfillment and dispatch status.
• Follow up with factory/dispatch teams on pending or delayed orders.
• Coordinate special dispatch requirements such as new launches, gifting orders, damaged stock, urgent shipments, etc.

3. E-commerce & Order Operations

• Monitor and manage daily orders and fulfillment status.
• Manage EasyEcom SKU listings and coordinate on out-of-stock products.
• Maintain accurate order, SKU, inventory, and fulfillment records.
• Prepare and share operational reports as required.
• Monitor Shiprocket wallet balance and coordinate recharge requests with the relevant approvers.

4. General Operations Support

• Maintain a daily log of operational issues, complaints, escalations, and resolutions.
• Ensure proper documentation for handover and future reference.
• Send invoices to the Accounts team.
• Coordinate customer creation, vendor creation, and payment-related follow-ups.
• Support management with operational MIS and reports.
• Escalate critical or recurring operational issues to the reporting manager.

Requirements:

• 1-2 years of experience in Operations, E-commerce Operations, Order Management, D2C Operations, Logistics Operations, or a similar role.
• Hands-on experience in order processing and order fulfillment.
• Experience in customer complaint handling and issue resolution.
• Experience coordinating with courier/logistics partners and tracking shipments.
• Ability to coordinate effectively with factory, warehouse, dispatch, and internal teams.
• Good understanding of shipment tracking, AWB management, delivery delays, failed deliveries, and escalation processes.
• Good working knowledge of MS Excel / Google Sheets for tracking and reporting.
• Strong follow-up and coordination skills.
• Prior experience with Shiprocket or similar logistics platforms.
• Experience working with EasyEcom, Unicommerce, Shopify, Shipway, Pickrr, or similar e-commerce/order management platforms.
• Experience in D2C / E-commerce operations.
• Experience handling returns, replacements, refunds, store credits, and RTO orders.

Key Skills

Must Have:

Order Management | Customer Complaint Resolution | Logistics Coordination | Shipment Tracking | Dispatch Coordination | E-commerce Operations | Excel/Google Sheets | Follow-up & Escalation | Communication

Good to Have:

Shiprocket | EasyEcom | Unicommerce | Shopify | D2C Operations | SKU Management | Returns & Refunds | RTO Management | Warehouse Coordination | MIS Reporting