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16/11 Sona Shetye
HR at SS Consultancy

Views:827 Applications:169 Rec. Actions:Recruiter Actions:7

Manager - eCommerce Operations (5-9 yrs)

Mumbai Job Code: 1181002

E commerce Operation - Mumbai

Operations Manager (OM) Responsibilities :

- The OM has responsibility for managing customer order activity through the order fulfilment cycle.

- Responds to customer inquiries by researching status for shipments, past dues and expedites.

- The position requires excellent verbal and written communication skills, and requires independent analysis, decision-making skills and using prior experience and knowledge of company policies and procedures to resolve non-standard problems.

- The OM has a significant impact to the financial management of TSC revenue stream.

- The individual is required to work with various departments and levels of management to resolve customer issues.

- The OM Manager will demonstrate expertise in problem solving, bringing new ideas and creative solutions to existing processes and issues.

- This individual will act as a mentor by providing leadership and expertise within the department.

- The OM Manager will also serve as an escalation point to assist in resolving issues with orders.

- Provide inspired leadership for the organization.

- Develop, implement, and review operational policies and procedures.

- Assist HR with recruiting when necessary.

- Coaching, mentoring team of 10-12 members.

- Should assign smart and measurable KPIs to team and run monthly performance cycle.

- Responsible for timely order confirmation, order processing.

- Ensure timely dispatch, follow-up with customer and internal stakeholders till delivery.

- Resolving dispatch and in-transit challenges.

- Arranging installations & addressing customer concerns with the product.

- Ensure 100% timely reverse from customers.

- Should manage integrations and partnerships with OMS vendors.

- Make important policy, planning, and strategy decisions.

- Oversee budgeting, reporting, planning, and auditing.

- Should resolve process and system gaps proactively.

- Improve data management and data storage.

- Upfront communication with cross-functional teams.

- Identify and address problems and opportunities for the company.

- Build alliances and partnerships with other organizations.

- Support worker communication with the management team.

- Ensure adherence to the Service Level Agreements as informed to the customer.

- Work towards continuous improvement for serving all customers within the stated service delivery times across the city

- Liaison with customer relationship team to ensure seamless customer experience

- Monitoring and evaluation of all order issues

- Ensuring an appropriate order flow with the compliance to organizational policies

- Monitoring and evaluation of all orders and sales processes as well as preparation of order reports

Operations Manager Requirements :

- Bachelor's degree in operations management or related field.

- 5 years+ Experience in management, operations, and leadership.

- Understanding of Order management, booking, dispatch planning, return-reverse.

- Ability to build consensus and relationships among managers, partners, and employees.

- Excellent communication skills.

- Solid understanding of end to end order management & fulfilments.

- Achievement focused and able to work in a direct and often pressurized environment.

- Strong track record of managing supply chains in a fast-paced ecommerce environment.

- Tech savvy and knowledgeable in current trends, innovations and best practices in e-commerce, Supply Chain and DTC.

- Experience managing fulfilment partners and vendors.

Note to HR :

- Min 5 year experience in similar segment.

- Should join within 30 days or early.

- We can offer between 9L-14L max to the right candidate.

- Local language mandate.

Women-friendly workplace:

Maternity and Paternity Benefits

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