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.

- Robust 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.

📌 C Order Processing & Monitoring Executive (Nadiad)
🏢 Mafatlal Industries
📍 Nadiad