Team Lead – Operations & Sales

Job Description - Team Lead – Operations & Sales (E-commerce)

We are seeking an experienced Team Lead – Operations & Sales with a strong background in E-commerce operations. The ideal candidate will be responsible for managing end-to-end order flow, logistics coordination, warehouse supervision, customer chat/call support oversight, and driving sales performance. This role requires strong leadership, operational control, and the ability to ensure smooth coordination between sales, support, and fulfillment teams.

Key Responsibilities

• Oversee complete order lifecycle (Order placement → Confirmation → Dispatch → Delivery → RTO handling).
• Ensure daily order processing targets are met.
• Monitor cancellation and return rates and implement corrective strategies.
• Coordinate with courier partners to ensure timely deliveries.
• Supervise warehouse activities including packing, labeling, and dispatch.
• Ensure inventory accuracy and stock reconciliation.
• Monitor daily dispatch timelines and reduce delays.
• Manage RTO (Return to Origin) processes efficiently.
• Maintain warehouse discipline and operational SOPs.
• Supervise the customer service team handling chats and calls.
• Ensure timely response to customer queries and complaints.
• Monitor order confirmation calls and the customer verification process.
• Improve customer satisfaction ratings.
• Train the team on objection handling and sales conversion techniques.
• Monitor daily sales performance metrics.
• Track conversion rates from chat and call support.
• Identify sales gaps and implement performance improvement strategies.
• Coordinate with the marketing team regarding order trends and campaign performance.
• Manage and supervise operations and sales support team.
• Conduct daily briefings and weekly performance reviews.
• Maintain performance dashboards (Orders, Dispatch, Returns, Sales).
• Prepare weekly reports for management.
• Ensure SOP compliance across all operational areas
• Perform any additional responsibilities assigned by management in line with business requirements.

Requirements:

• Strong knowledge of logistics and courier management.
• Hands-on experience in warehouse operations.
• Experience managing customer chat and call support teams.
• Understanding of Shopify, Daraz, Amazon, or other E-commerce platforms.
• Strong leadership and problem-solving skills.
• Ability to work under pressure and manage daily targets.
• Excellent communication and reporting skills.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain,

or related field.

Experience

• Minimum 3–5 years of experience in E-commerce operations.

What We Offer

• Growth opportunities in a scaling e-commerce company
• Professional and supportive workplace
• Cross-functional exposure
• Leave encashment

Work Location: In person