Executive / Senior Executive – Marketplace Operations (Night Shift)

Executive / Senior Executive – Marketplace Operations (Night Shift)

Location: Mulund, Mumbai, Maharashtra

Department: Global Capability Center (GCC)

Reporting To: Assistant Manager / Manager – Marketplace Operations

About the Role

We are looking for a proactive and detail-oriented Marketplace Operations Executive/Senior Executive to support end-to-end operations for our US-based ecommerce business. The ideal candidate will be responsible for customer support, vendor coordination, order management, returns, operational reporting, and ensuring smooth day-to-day marketplace operations while maintaining high service quality and operational accuracy.

Key Responsibilities

Customer Support Operations

• •Manage customer queries via Email, Calls, Live Chat, and Social Media.
• •Ensure timely responses while meeting defined SLAs.
• •Resolve customer issues and escalate complex cases when required.
• •Maintain high customer satisfaction through effective issue resolution.

Returns & Refund Operations

• •Process return and refund requests accurately.
• •Coordinate with vendors for replacements and approvals.
• •Track pending cases and ensure timely closure.

Vendor Operations

• •Coordinate with vendors on order status, shipment updates, cancellations, and returns.
• •Follow up on delayed orders and resolve operational issues.
• •Maintain strong vendor relationships.

Order Fulfilment & Marketplace Operations

• •Monitor open orders and shipment status.
• •Update tracking information in Shopify, Rithum (DSCO), and internal systems.
• •Coordinate with logistics partners for delivery-related issues.
• •Ensure order data accuracy across platforms.

Customer Reputation Management

• •Monitor customer reviews across various review platforms.
• •Respond to customer feedback promptly.
• •Coordinate with internal teams to resolve complaints.

Chargeback & Inquiry Management

• •Support chargeback and inquiry dispute handling.
• •Collect supporting documents and maintain dispute records.
• •Ensure timely submission of required information.

Operational Reporting

• •Prepare daily, weekly, and monthly operational reports.
• •Maintain dashboards related to customer support, orders, returns, and vendor performance.
• •Ensure reporting accuracy and timely submission.

Process Improvement

• •Identify operational challenges and suggest process improvements.
• •Follow Standard Operating Procedures (SOPs).
• •Support automation and AI-driven operational initiatives.

Experience & Qualifications

• •4–5 years of experience in Ecommerce Operations, Marketplace Operations, Customer Support, Vendor Management, or Order Management.
• •Experience with US-based ecommerce operations is preferred.
• •Prior experience working with Amazon, Walmart Marketplace, Shopify, Wayfair, Zulily, or similar platforms will be an advantage.

What We Offer

• •Opportunity to work with global ecommerce brands and international clients.
• •Exposure to multiple marketplace platforms and business operations.
• •Hands-on experience with AI-driven tools and process automation.
• •Collaborative work environment with excellent learning and career growth opportunities.
• •Flexible Timing and 5 days working