Senior Manager/DGM - eCommerce Operations Lead

JOB TITLE :- eCommerce Operations Lead

POSITION TITLE :- Senior Manager/ DGM

DEPARTMENT :- Online Sales

REPORTS TO :- Director

PURPOSE OF POSITION

The incumbent would be responsible for leading the eCommerce Operations, Process, Billing & Commercial for Consumer durables company India eStore.

JOB RESPONSIBILITY

Process Improvements:

- Manage the overall ecommerce operations & processes Like Delivery, Logistics, SCM, Billing, Returns, DOA, Cancellation, Refund etc.

- Ensure adequate stock management tools and processes are in place to enable efficient working across all online store fronts

- Monitor fraud, charge-backs, refused payments, etc. and ensure robust processes are in place to prevent fraud

Customer Service:

- Ensure that team responds to customer queries in line with standards and agreed response timelines

- Streamline processes through developing the suite of e-mail templates and FAQ content to reduce the time spent on queries and complaints

- Compile statistics relating to customer service performance and produce a variety of reports to analyse data and identify key areas where improvement is required

- Collate useful qualitative feedback from customers and share with other managers to assist in product development and adoption of improved practices

- Co-ordinate the monitoring of all online store interfaces to identify issues which may prevent customers from buying online and work with the Technology & product teams to identify changes and improvements

- Explore and implement sales training to enable more proactive sales of products when taking calls or on email to customers

- Manage Service NPS scores & process improvements, as needed

Billing & Commercial:

- Manage Overall billing operation - Ensure deliery within TAT to the customer

- Track and maintain a complete log for each Order from input to delivery

- Coordinate with the sellers to ensure timely fulfillment of customer orders

- Define processes to manage the commercial and settlements in time

KEY RESULT AREAS

- Process Improvements to deliver best-in-class delivery experience to customers

- Achieve Service SLA and customer expectations on NPS

- Align the billing and the financial settlement process for streamlined operations

EDUCATIONAL QUALIFICATION

- Graduate degree in Engineering (B. Tech.)

- Post Graduate in Operations/SCM with 12-14years of experience.

KNOWLEDGE & EXPERIENCE

- Experience of handling ground operations for an eCommerce company

- First hand SCM planning experience of up to 8 years including 3 years in mobile phone industry

- Experience in managing Service operations (Inbound & Outbound)

- Strong understanding of mobile phone technology and trends

- Coaching and Mentoring skills

- Strong data analysis skills

- Experience in working with multiple teams within/outside the organization

- Business knowledge and decision making