Ecommerce Coordinator

3 days ago

New Delhi, India Frido Full time

Job Title: E-commerce Marketplace InternDepartment: E-commerceRole Overview:We are looking for a proactive and detail-oriented E-commerce Marketplace Intern to support our marketplace operations team. The role involves managing platform cases, coordinating cross-functionally, analysing root causes of issues, and ensuring timely resolution to maintain high operational efficiency and customer satisfaction.Key Roles & Responsibilities:Case Management- Monitor and track all customer complaints raised through seller panels or customer service teams. - Identify the root cause of product-related issues (e.g., defective, damaged, or wrong item received). - Coordinate with the warehouse, operations, and quality teams to verify product conditions and packaging standards. - Raise cases/tickets with the respective marketplace (Amazon, Flipkart, Myntra,etc.) to report and resolve product complaints. - Maintain proper case documentation — including complaint details, marketplace response, and resolution status.Andon & Quality Issue Resolution (Amazon-specific)- Review Andon notifications raised by Amazon for product quality or customer dissatisfaction. - Analyse customer feedback, return reasons, and product images shared by Amazon. - Coordinate with Amazon Seller Support to close the Andon cases and ensure listing reinstatement or quality confirmation. - Track repetitive issues to identify improvement areas in the product or packaging process.Defective & Damaged Product Investigation- Investigate all defective/damaged product returns reported by marketplaces or customers. - Verify whether issues are manufacturing defects, packaging faults, or logistics damages. - Prepare a summary report of such cases and share feedback with the production or vendor team for corrective measures. - Update product QC checklists to prevent recurrence of similar issues.Reporting & Follow-Up- Maintain a Case & Complaint Tracker (Excel/Sheet) with status updates, dates, and closure remarks. - Follow up regularly with seller support teams until the case is resolved. - Provide daily/weekly updates on pending and resolved cases to the reporting manager. - Escalate unresolved or recurring issues to senior management with analysis and suggestions.Problem Solving & Coordination- Identify and troubleshoot catalogue, pricing, or content-related issues. - Work collaboratively with pricing, content, and logistics teams for quick issue resolution. - Escalate unresolved or recurring issues to the reporting manager with clear root cause analysis.Required Skills & Competencies:- A Graduate plus MBA in Marketing or related domain is preferred. - Strong analytical and problem-solving skills. - Excellent written and verbal communication in English. - Ability to coordinate cross-functionally and manage multiple tasks efficiently. - Quick learner with attention to detail and ownership mindset. - Proficient in Excel and basic data tracking tools.

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