Operations Coordinator - Marketplace Operations

Role Overview

The Operations Coordinator will oversee the daily manual operations within the marketplace framework, ensuring seamless execution across various functions such as customer support, catalogue management, onboarding of customers, order fulfillment, order handling, refunds, and returns. This position demands a detail-focused approach and serves as a vital liaison among internal teams, buyers, sellers, and logistics partners to maintain service standards and uninterrupted operations.

Key Responsibilities

• Provide reliable daily administrative and operational assistance to marketplace functions, ensuring accuracy and adherence to set timelines.
• Assist customer service by addressing inquiries, coordinating resolution efforts, escalating complicated matters, and following through till resolution.
• Participate in catalog management activities including entering product data, validating product details, verifying images and attributes, updating SKUs, and correcting listing inaccuracies.
• Support onboarding procedures for customers and sellers by gathering required documentation, validating submissions, coordinating account setups, and monitoring progress.
• Track order flow and fulfillment status, collaborate with internal teams and logistics, and follow up on orders delayed or with exceptions.
• Manage order-related operations such as manual verification, status updates, delivery arrangements, cancellation processing, and issue documentation.
• Oversee refunds and returns by authenticating requests, tracking progress, assisting with refund processing, and ensuring proper case documentation.
• Maintain detailed operational trackers, generate reports, and keep comprehensive records related to onboarding, catalog updates, orders, fulfillment problems, returns, refunds, and customer support cases.
• Identify recurring operational challenges, document process deficiencies, and suggest enhancements to minimize manual workload and optimize marketplace efficiency.

Required Skills and Experience

• 3 to 5 years of relevant experience in operations, administration, customer service, e-commerce, marketplace management, or logistics.
• Exceptional attention to detail with the ability to handle large volumes of manual tasks meticulously.
• Solid understanding of customer support workflows, order lifecycle, fulfillment coordination, and refund and return processes.
• Proficient with spreadsheets, trackers, dashboards, and basic reporting software.
• Excellent communication and follow-up abilities capable of coordinating effectively with multiple stakeholders including internal teams, sellers, buyers, and external partners.
• Ability to prioritize multiple tasks, meet deadlines, and perform efficiently within a dynamic operational setting.
• Strong problem-solving aptitude to detect issues, escalate when required, and assist in swift resolution.
• Experience with marketplace platforms, customer relationship management systems, order management, or cataloguing tools is advantageous.

Performance Indicators

• Consistent and timely completion of operational tasks manually.
• Enhanced response speed and resolution effectiveness for both customer and seller concerns.
• Maintaining catalog accuracy with minimal mistakes in listings.
• Efficient and smooth onboarding and approval processes for buyers and sellers.
• Reliable monitoring and closure of orders, fulfillment, refund, and return cases.
• Clear operational reporting coupled with proactive identification and escalation of recurring issues.