DTC Order Triage Analyst

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE’s 100 Best Companies to Work For and Diversity Inc’s Top 50 Companies For Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture’s clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today’s biggest business challenges.

You will receive competitive rewards and access to benefits programs and world-class learning resources.
Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

• Monitor daily DTC order flow across SAP, eCommerce platforms, and OMS systems, ensuring orders are processed, fulfilled, and closed on time.

• Track, triage, and resolve order exceptions (payment issues, holds, address errors, inventory mismatches, failed integrations).

• Support post-purchase operations including fulfillment, shipping, returns, and customer care workflows.

• Ensure alignment between SAP inventory levels, 3PL stock, and e-commerce availability.

• Coordinate with Customer Care to address order issues, delays, and stock shortages, ensuring timely customer-facing communication.

• Track DTC order health, SLAs, operational KPIs, backlog trends, and fulfillment accuracy.

• Compile and distribute weekly reporting from Customer Care, 3PLs, and warehouse partners on escalations and critical issues.

• Analyze operational data to identify trends, risks, and efficiencies, presenting findings and recommendations to leadership.

• Support product demand and inventory planning processes, understanding cross-functional impacts on SLAs, stock allocation, and fulfillment.

• Act as a liaison between DTC, Supply Chain, Technical team (MSP), 3PL, and platform teams to ensure alignment on processes, reporting, and escalations.

• Collaborate with Sr. DTC Lead, Demand Manager, and Growth Strategist on operational initiatives and business projects.

• Participate in continuous improvement efforts to reduce operational friction, increase fulfillment accuracy, and optimize inventory usage.

• Contribute to out-of-stock management processes, including onsite messaging, forecasting support, and proactive mitigation.

• Support documentation creation for SOPs, workflows, and process maps.

• Basic investigation and elevate SAP issues impacting order flow, stock availability, or reporting.

• Ensure SAP & eCommerce & OMS integration health through daily checks and exception monitoring.

• Participate in user acceptance testing (UAT), system enhancements, and platform updates.

Role requires 5% on site.

• 2+ years in digital commerce, order management, supply chain operations, or similar roles

• 2+ years of experience with operational reporting, KPI tracking, and issue triage

• Understanding of working in agile environments (daily standups, sprint planning, retro)

• 2+ years of experience working in enterprise environments with structured processes and deadlines

• Proficiency in Microsoft excel (formulas, pivot tables, lookups).

• Experience using Power Query, SQL, or similar data tools.

• Analytical ability with strong data interpretation and problem-solving skills.

• Able to collaborate with cross-functional teams.

• High attention to detail, accuracy, and process discipline.

• Highly organized, able to manage multiple tasks in a fast-paced environment.

• Bachelor’s Degree

• Knowledge of commerce platforms like Magento or SAP Commerce Cloud (Hybris) is a plus

• Testing background is a huge plus as this skill could be used to support UAT

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of…