Training and performance review, role by role
For each role that matters in e-commerce and d2c: what a new joiner, an independent worker and a senior should be able to do, how to train them at each stage, and how to review them.
Not sure what you need? Tell us about your business in six short steps and we will come to the first meeting prepared.
Share your requirementsRoles in e-commerce and d2c
Dark store picker
Picks grocery and daily-need items from shelves in a quick-commerce dark store against a live order on a handheld. Handles chilled and loose items, scans each product and passes the tote to packing. Reports to the shift lead and works against a clock.
Training path and review →Fulfilment packer and pack-checker
Packs orders at a fulfilment centre or seller warehouse, scans each item against the order, picks the right box and seals with the correct label. Handles fragile and high-value goods. Reports to the packing supervisor and a missed check becomes a customer refund.
Training path and review →Returns grader
Inspects returned parcels at a fulfilment centre, checks condition against the order, grades items as resellable, refurbish or reject, and updates stock and refund status. Reports to the returns lead and must catch swaps, damage and used items.
Training path and review →Fulfilment shift lead
Runs a shift on the floor of a fulfilment centre or dark store. Allocates pickers, packers and loaders, tracks order cut-offs, handles absences and keeps safety and accuracy on track. Reports to the centre or store manager and answers for the shift's results.
Training path and review →E-commerce customer support agent
Handles chat, voice and email queries from online shoppers on orders, delivery, returns and refunds. Uses the order system and helpdesk, follows policies and escalates exceptions. Reports to a team leader and faces peaks in sale weeks and after delivery delays.
Training path and review →Catalogue and listing executive
Creates and updates product listings on the store and on marketplaces: titles, images, attributes, prices and stock. Fixes listing errors and rejections and follows each marketplace's rules. Reports to the marketplace or brand manager and works to sale calendars.
Training path and review →Performance marketing executive
Runs paid campaigns for an online store on search, social and marketplace ad tools. Sets budgets, tests creatives, reads return on ad spend and works with catalogue and stock teams. Reports to the marketing head or founder and handles real money daily.
Training path and review →Delivery rider
Delivers online orders from a dark store or hub to customers on a two-wheeler, using a rider app. Handles cash on delivery in some cases, speaks to customers and keeps the bike and bag in order. Reports to a fleet coordinator or hub lead.
Training path and review →