D2C Order Processing & Monitoring Executive

Role & responsibilities

• Monitor the

  D2C Order Tracker

  and ensure all orders are processed within defined timelines.
• Conduct

  COD verification and customer confirmation

  before order processing.
• Verify

  exchange requests

  and confirm eligibility with customers.
• Generate and process

  return requests

  after proper verification.
• Verify and authenticate

  customer phone numbers and delivery addresses

  .
• Coordinate

  embroidery approval

  with customers and the relevant internal team.
• Handle

  special/customised Doctor Scrub orders

  , ensuring all specifications are correctly captured and approved.
• Initiate and coordinate

  customer refunds

  as per company policy.
• Verify and approve

  wrong-product complaints/requests

  and coordinate corrective action.
• Maintain accurate records of order status, customer confirmation, returns, exchanges and refunds.
• Coordinate closely with

  warehouse, customer service, sales, production and dispatch teams

  for smooth order fulfilment.
• Follow up on pending orders and ensure timely resolution of order-related issues.
• Escalate exceptional or high-value cases to the concerned manager.
• Ensure proper documentation and adherence to D2C processes and SOPs.

Preferred candidate profile

• Convincing and comfortable speaking with customers over the phone.
• Strong in

  team coordination and follow-up

  .
• Good at handling multiple orders and tasks simultaneously.
• Detail-oriented, especially while checking customer information and order specifications.
• Proactive in identifying and resolving order-related issues.
• Comfortable working on

  Excel / Google Sheets and e-commerce order management systems

  .