E - Commerce Executive

Responsibilities

• Be the single point of contact and Level 1 escalation between Food Delivery Aggregators and Regional Operations Teams for all operations-related requests/queries/complaints.
• Create/Consolidate new outlet onboarding/change of ownership requests and share it with the respective Food Delivery aggregators S(wiggy, Zomato, etc. )as per requisites, every week. Follow-up till Go Live.
• Resolve all customer/store operations-related complaints about orders placed on Food Delivery platforms received on email/ WhatsApp groups/social media, etc.
• Escalate to relevant stakeholders and hand-hold till resolution. Maintain shared trackers for various types of requests/complaints raised to and /or by Food Delivery Partner teams, and regularly update the status in the tracker from time to time.
• Follow up on discrepancies wrt weekly orders payout SOAs/Payments from Food Delivery Aggregators, highlighted/reported by the Accounts/ Franchise Teams, and ensure those are resolved promptly.
• Obtain weekly and monthly performance reports from aggregators and share them in a desired format with the Operations Team and Management, highlighting changes in business performance, areas of improvement with respect to key operational metrics.
• Coordinate/follow up with various support functions for all legal /compliance-related requisites, such as GST, FSSAI, etc., mandated by aggregators, well before their deadlines.
• Collate, maintain, and update an Outlet Master containing all pertinent information about every outlet, acting as a ready reckoner for multiple stakeholders.