E-Commerce Operations Associate

E-commerce Operations Associate
Experience: 13 Years
Employment Type: Full-time
Department: E-commerce Operations

About the Role

We are looking for an E-commerce Operations Associate with hands-on experience in managing B2B and B2C order operations. The ideal candidate should have a strong understanding of the complete order-to-dispatch cycle, including order processing, shipment creation, inventory planning, website order management, dispatch coordination, and post-order support.

The candidate will work closely with internal teams, warehouses, logistics partners, marketplaces, and customers to ensure smooth and timely order fulfillment.

Key Responsibilities

Order Management & Fulfillment

• Manage and process B2B and B2C orders received through the website, marketplaces, and other sales channels.
• Monitor incoming orders and ensure accurate processing, invoicing, picking, packing, and dispatch.
• Coordinate with warehouse teams for timely order fulfillment and dispatch.
• Track orders from order confirmation to final delivery.
• Handle order cancellations, modifications, returns, replacements, and refunds as required.
• Ensure all orders are dispatched within defined timelines and service levels.

Shipment & Logistics Management

• Create and process shipments through logistics/courier platforms.
• Generate shipping labels, invoices, packing slips, and other required documentation.
• Coordinate with courier and logistics partners for pickup and delivery.
• Track shipments and proactively follow up on delayed, failed, or undelivered orders.
• Manage RTO (Return to Origin) shipments and coordinate re-dispatch where required.
• Maintain accurate shipment and logistics records.

Inventory Planning & Management

• Monitor inventory levels across warehouses and sales channels.
• Assist in inventory planning, replenishment, and stock allocation based on sales and demand.
• Identify low-stock, out-of-stock, and excess inventory situations.
• Coordinate with warehouse/procurement teams to maintain optimal stock availability.
• Ensure inventory displayed on the website and other sales channels is accurate.
• Conduct regular inventory reconciliation and investigate stock discrepancies.

Website & E-commerce Operations

• Manage day-to-day website order operations and ensure orders flow correctly from the website to fulfillment.
• Monitor order status, payment status, cancellations, and failed orders.
• Coordinate with the website/tech team to resolve operational issues affecting order processing.
• Ensure product availability, pricing, and other operational information is updated accurately.
• Monitor the overall customer order journey and identify process gaps.

B2B Operations

• Process and coordinate bulk/B2B orders from order confirmation through dispatch.
• Coordinate with sales teams and B2B customers regarding order quantities, delivery schedules, documentation, and dispatch requirements.
• Manage customized shipping, invoicing, and fulfillment requirements for B2B customers.
• Maintain accurate records of B2B orders and deliveries.

Reporting & Coordination

• Prepare daily/weekly reports related to orders, shipments, inventory, cancellations, returns, and RTOs.
• Track key operational metrics such as order fulfillment rate, dispatch TAT, delivery status, cancellation rate, and inventory availability.
• Coordinate with Sales, Warehouse, Finance, Customer Support, Procurement, and Logistics teams.
• Identify operational issues and suggest improvements to increase efficiency and reduce errors.

Required Skills & Experience

• 1–3 years of experience in E-commerce Operations, Order Management, Supply Chain, or Fulfillment Operations.
• Hands-on experience with both B2B and B2C operations.
• Good understanding of the complete order-to-dispatch process.
• Experience in shipment creation and courier/logistics management.
• Understanding of inventory planning and stock management.
• Experience handling website orders and/or marketplace orders.
• Good knowledge of order tracking, cancellations, returns, replacements, and RTO management.
• Proficiency in MS Excel/Google Sheets; knowledge of VLOOKUP/XLOOKUP, Pivot Tables, and basic data analysis is preferred.
• Experience working with e-commerce platforms, OMS, WMS, ERP, or shipping platforms is an advantage.
• Strong coordination, communication, problem-solving, and attention-to-detail skills.

Preferred Experience

Candidates with experience in platforms/tools such as Shopify, WooCommerce, Amazon, Flipkart, Shiprocket, Unicommerce, EasyEcom, Zoho, ERP/WMS, or similar e-commerce and logistics systems will be preferred.

What We’re Looking For

• Strong ownership of day-to-day operations
• High attention to detail and accuracy
• Ability to manage multiple orders and priorities
• Strong coordination with warehouse and logistics teams
• Analytical and problem-solving mindset
• Ability to work in a fast-paced e-commerce environment
• Proactive approach to identifying and resolving operational issues