Executive / Senior Executive – Marketplace Operations (Night Shift)
Job Description
Executive / Senior Executive – Marketplace Operations (Night Shift)
Location: Mulund, Mumbai, MaharashtraDepartment: 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
Requirements
Department: Zulily Ops
Experience: 2-4
Posted: 2026-07-14T15:11:25Z