eCommerce Operations Manager

We're Hiring: E-Commerce Operations ManagerCompany: M. Motilal Masalawala (MMM)

Location: Kandivali West, Mumbai

Job Type: Full-Time | Work From Office

Department: E-Commerce & Operations

About UsM. Motilal Masalawala is a heritage Indian food brand established in 1912, specialising in spices, masalas, instant mixes, pickles, and other food products. As we expand our online presence, we're looking for a detail-oriented and proactive E-Commerce Operations Manager to manage our day-to-day online operations, order fulfilment, logistics coordination, and customer service team.

Key Responsibilities1. Shopify Order Management

• Manage and process daily orders received through our Shopify website.
• Ensure accurate order verification, processing, packing coordination, and timely dispatch.
• Monitor pending, fulfilled, cancelled, and returned orders.
• Coordinate with the warehouse and packing team to ensure the correct products reach customers.
• Maintain order accuracy and minimise fulfilment errors.

2. Courier & Logistics Management

• Assign orders to the most suitable courier partners or delivery agents based on location, serviceability, cost, and delivery timelines.
• Coordinate pickups, dispatches, and deliveries with multiple courier partners.
• Monitor shipment tracking and resolve delayed, stuck, lost, or undelivered parcels.
• Manage NDR (Non-Delivery Reports), RTO (Return to Origin), and COD-related issues.
• Work towards reducing shipping costs, delivery delays, and return rates.

3. Customer Care Team Management

• Supervise and manage the customer support and calling team.
• Delegate tasks related to order confirmation, COD verification, delivery follow-ups, and customer complaints.
• Ensure customers receive timely responses through calls, WhatsApp, and other support channels.
• Handle escalated complaints, refunds, replacements, and delivery-related queries.
• Track the team's performance and maintain high customer satisfaction.

4. Shopify Website Management

• Make minor updates to the Shopify website when required.
• Update product listings, prices, descriptions, images, and inventory availability.
• Manage discount codes, offers, and basic website content changes.
• Identify and report website errors or checkout-related issues.
• Coordinate with developers or external agencies for major technical changes.

5. Reporting & Process Improvement

• Prepare daily reports on orders received, dispatched, delivered, pending, and returned.
• Track courier performance, shipping costs, RTO rates, and order fulfilment accuracy.
• Monitor the performance and productivity of the customer care team.
• Identify operational bottlenecks and implement improvements.
• Ensure smooth coordination between the e-commerce, warehouse, logistics, and customer support teams.
• RequirementsExperience: 2–5 years in e-commerce operations, preferably with a D2C, FMCG, or consumer products brand.
• Hands-on experience managing Shopify orders and backend operations.
• Good understanding of shipping aggregators, courier partners, COD, NDR, and RTO processes.
• Experience managing or supervising a customer support team.
• Basic knowledge of Shopify website editing and product management.
• Proficiency in Excel or Google Sheets for reporting and tracking.
• Strong communication, problem-solving, and team management skills.
• Ability to handle high order volumes and work independently.
• Fluency in Hindi and English; Gujarati is an advantage.

What We're Looking ForSomeone who can take complete ownership of our daily e-commerce operations, ensuring every order is processed correctly, assigned to the right courier, dispatched on time, and delivered successfully.

The ideal candidate should be organised, accountable, quick at resolving issues, and capable of managing both logistics and customer care without constant supervision.

Location: Kandivali West, Mumbai

Salary: Based on experience and skills

Interested candidates can share their CV

M. Motilal Masalawala | Since 1912