Operation Specialist

1 week ago

Pune, Maharashtra, India Frido Full time ₹ 4,00,000 - ₹ 8,00,000 per year

We are seeking a detail-oriented
Sales Operations (After-Sales Specialist)
to manage and optimize post-order processes. The ideal candidate will ensure seamless coordination between Sales, Customer Support, Logistics, and Finance to deliver an exceptional customer experience while maintaining operational efficiency and protecting company margins.

Key Responsibilities

Order & Fulfillment Management

  • Oversee the complete order lifecycle: confirmation, dispatch, delivery, and closure.
  • Monitor order aging daily (pending dispatch, in-transit, delayed), triggering escalations as per SLA.
  • Coordinate with warehouses and logistics partners
    (BlueDart, ClickPost, Uniware, etc.)
    to ensure timely dispatch and delivery.

Customer Escalations & Resolutions

  • Serve as the escalation owner for refunds, replacements, chargebacks, and disputes.
  • Ensure timely resolution of issues related to
    COD
    ,
    prepaid orders
    ,
    returns
    , and
    cancellations
    .
  • Partner with Customer Service to standardize and enhance response protocols.

Refunds, Exchanges & Finance Coordination

  • Manage backend operations for refunds and exchanges in collaboration with Finance & Accounts teams.
  • Track, reconcile, and validate refund/exchange data for accuracy.

Process Control & Reporting

  • Maintain dashboards for order status, returns/cancellations, SLA adherence, and CSAT metrics.
  • Conduct
    RCA (Root Cause Analysis)
    for recurring issues and propose process improvements.
  • Ensure compliance with warranty and return policies; maintain documentation for approvals and exceptions.

Cross-Functional Collaboration

  • Work closely with Sales teams to ensure smooth handover of orders to after-sales operations.
  • Coordinate with Logistics for managing delivery delays,
    RTO (Return-to-Origin)
    cases, and re-dispatches.

Qualifications & Skills

  • Graduate/Postgraduate with
    2–3 years of experience
    in After-Sales, Sales Operations, or Customer Service Backend.
  • Hands-on expertise in:
  • CRMs:
    LeadSquared, Salesforce
  • Order Management Tools:
    ClickPost, Uniware
  • Payment Gateways:
    Razorpay, GoKwik
  • Strong analytical skills with proficiency in
    Excel/Google Sheets
    for dashboards and reporting.
  • Excellent problem-solving, coordination, and communication skills.
  • Ability to manage high-pressure escalations and SLA-driven operations.
  • Good understanding of
    logistics flows
    , refunds, chargebacks, and post-order processes.

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