D2C EXECUTIVE

• 1. D2C Order Management • Monitor and manage online customer orders from order receipt to delivery. • Track pending, cancelled, returned and failed orders and ensure timely resolution. • Coordinate with warehouse and logistics teams for smooth fulfilment. 2. E-Commerce Platform Management • Manage day-to-day activities on the company’s D2C website and assigned online platforms. • Ensure product listings, pricing, stock availability, images and product information are updated. • Monitor product availability and highlight stock issues proactively. • Coordinate with the marketing team for promotions, campaigns and product visibility. • Review performance marketing campaigns and optimize as per budgets and seasons. 3. Customer Service • Respond to customer queries through approved communication channels. • Handle order-related complaints, delivery issues, returns and exchanges professionally. • Coordinate with relevant teams to close customer issues within the agreed timeline. • Maintain a positive customer experience throughout the order journey. 4. Inventory & Fulfilment • Monitor online inventory and coordinate replenishment with the warehouse team. • Track fulfilment performance and identify recurring delays or discrepancies. • Coordinate returns and damaged/short shipments with the concerned teams. 5. Reporting & Performance Tracking • Prepare regular D2C sales and operational reports. • Track key metrics such as orders, sales, cancellations, returns, fulfilment and customer complaints. • Monitor platform performance and highlight issues requiring management attention. • Maintain accurate records and trackers for D2C operations. 6. Coordination • Coordinate with Sales, Marketing, Warehouse, Logistics, Finance and Customer Service teams. • Follow up on pending actions and ensure timely closure. • Support new product launches, promotions, and other D2C initiatives. • Order Processing & Fulfilment: Orders processed accurately and within agreed timelines. • Customer Experience: Customer queries/complaints resolved within agreed TAT. • Order Accuracy: Minimize order, invoicing, inventory and dispatch errors. • Returns & Cancellations: Monitor and reduce avoidable returns/cancellations. • Inventory Accuracy: Maintain alignment between system and physical stock. • D2C Sales: Achieve assigned sales/order targets across D2C channels. • Reporting: Timely and accurate submission of required D2C reports. • 2–4 years of experience in e-commerce or online order management. • Experience with e-commerce platforms/marketplaces and order management systems. • Good understanding of order processing, inventory, fulfilment and returns. • Strong coordination and follow-up skills. • Good communication and customer-handling skills. • Good working knowledge of MS Excel and ERP E-commerce systems. • Ability to work in a fast-paced, multi-tasking environment.