Operations Executive

Job Description

As the Operations Executive at Mile, you will be responsible for ensuring smooth order fulfillment, delivering exceptional customer service, managing inventory, and supporting daily operational processes. You will play a critical role in coordinating with logistics partners, maintaining accurate inventory records, and reporting key performance metrics. Your work will directly impact customer satisfaction and operational efficiency. Key Responsibilities: 1) Order Fulfillment and Logistics: Manage daily e-commerce operations, including order processing, packaging, shipping, returns, and refunds. Coordinate with third-party logistics (3PL) partners and shipping aggregators to ensure timely deliveries. Oversee and manage the RTO (Return to Origin), exchange, and refund processes. 2) Inventory and Warehouse Management: Monitor inventory across SKUs, sizes, and warehouse locations to ensure real-time accuracy. Conduct regular audits to reduce stockouts and eliminate dead stock. Coordinate inwarding of new inventory batches and restocking. Maintain daily logs of inventory movement (inward and outward). 3) Customer Support: Respond promptly to customer queries across platforms including Email, WhatsApp, Instagram DMs, and comments. Provide accurate product information and empathetic resolutions to customer concerns. Manage return and exchange requests in coordination with internal teams. Maintain a log of recurring issues and customer feedback and escalate key concerns to the Senior Management. Collaborate with the Operations Manager to improve processes and enhance the customer experience. Assist in updating FAQs and refining automated responses and help center documentation. 4) Reporting and Data Management: Manage and update inventory on platforms like Shopify and Zoho. Prepare weekly reports summarizing key metrics such as RTO and return rates. Compile and share daily, weekly, and monthly operational reports as required. 5) Community and Collaborations: Assist in the execution of on-ground brand activities, pop-ups, and community events across India, as and when required. Qualifications: Prior experience in a similar operations/customer service role, preferably in an e-commerce or D2C environment. Proficiency in MS Office, especially Excel and Google Sheets. Strong communication and interpersonal skills. Problem-solving mindset with the ability to handle pressure and multitask. Familiarity with ERP systems such as Zoho, Oracle, or similar platforms. High attention to detail and a proactive approach to tasks.