Officer - E Commerce Operations

Role & responsibilities

1. Inventory Management & Stock Control (OOS & System Tracking)

• Out-of-Stock (OOS) Monitoring: Identify stockouts, raise timely indents, and coordinate closely with C&F (Carrying & Forwarding) teams to expedite dispatches and replenishment.
• System Stock Tracking: Maintain real-time tracking of POS inventory, Stock Transfer Advices (STA movements), and physical vs. system inventory alignment.
• Returns & Cancellations: Oversee return invoice generation, process invoice cancellations, and manage follow-ups for inventory reconciliation.

2. Logistics, NDR & Carrier Escalation Management

• Logistics & NDR Management: Manage Non-Delivery Report (NDR) calls, track pending shipments, and drive delivery resolution.
• Third-Party Logistics (3PL) Escalations: Coordinate directly with Delhivery and other logistics partners, manage ticket escalations, and resolve dispatch/delivery delays.
• Packing Material & Vendor Management: Monitor packing material stock, liaise with vendors for procurement, and align with the internal warehouse/operations team.

3. Team Leadership, Customer Escalations & Shift Coverage

• Calling Team Leadership: Guide and mentor the customer calling team, step in to make critical decisions for complex customer complaints, and ensure optimal customer satisfaction.
• Manpower & Shift Deployment: Manage daily attendance, deployment of ad-hoc labour, productivity output & shift plan.

4. Financial Reconciliation, Refunds & Cash Management

• Refund Processing: Track customer refund requests end-to-end to ensure timely and accurate disbursements.
• Invoice Reconciliation: Conduct regular invoice reconciliations and system audits.
• Petty Cash & Ad-hoc Payments: Manage branch petty cash, process payments for ad-hoc manpower, and oversee site-level operational expenses.

5. Warehouse Operations, SLA & TAT Management

• Order Processing TAT: Ensure customer orders are processed, invoiced, and staged within strict TAT.
• Packing Material: Track consumption and stock levels of packaging materials, coordinating procurement with vendors.
• Inventory Accuracy & Reconciliation: Oversee physical stock audits, system alignment (POS/IMS), Stock Transfer Advices (STA), and shrinkage control.

Preferred candidate profile

The candidate is expected to be proactive, and highly versatile to oversee daily logistics, inventory reconciliation, customer escalation management, calling team leadership, and site-level financial operations. This role is responsible for ensuring seamless inventory flow, efficient logistics handling, high-quality customer resolution, and financial accountability across order management and dispatch cycles.