Customer Care Manager

Reports To: Founder

Role SummaryWe are seeking an organized and proactive Operations Coordinator to ensure the seamless execution of our furniture business. You will be the central point of contact between our manufacturing unit and our customers. Your primary responsibility is to ensure that every order—from the moment it is confirmed until it is successfully delivered and installed—is handled with precision, transparency, and high service standards.

Key Responsibilities1. Logistics & Supply Chain Management

• Factory Liaison: Coordinate daily production status updates with the factory team to ensure orders are meeting lead times.
• Logistics Coordination: Schedule and supervise third-party transport or internal delivery teams for safe and timely transport of furniture.
• Inventory Oversight: Maintain accurate records of ready-to-ship stock versus custom-made orders.

2. Customer Experience & Communication

• Delivery Coordination: Proactively call customers to intimate them on delivery plans, confirm time slots, and ensure their space is ready for installation.
• Update Management: Provide timely updates to customers regarding order status, shipping delays, or any changes in the schedule.
• Relationship Management: Act as the primary point of contact for customer queries, providing professional and accurate information.

3. Escalation Handling & Problem Solving

• Proactive Issue Resolution: Identify potential bottlenecks (e.g., transit delays, manufacturing delays) before they escalate.
• Crisis Management: Handle customer complaints or feedback with empathy and efficiency, coordinating with the production team to find immediate solutions.
• Feedback Loop: Document recurring issues to provide actionable insights for process improvement.
• Required Skills & QualificationsCommunication Skills: Strong verbal proficiency in Tamil and English (knowledge of other local languages is a plus). Excellent phone etiquette.
• Operational Discipline: Proven experience in managing multi-stage projects, tracking timelines, and using digital tools (e.g., Google Sheets/Airtable/Shopify).
• Problem-Solving Mindset: Ability to remain calm under pressure and de-escalate customer concerns effectively.
• Industry Knowledge: Basic understanding of furniture manufacturing or interior fit-outs is highly preferred.
• Ownership: A "get-it-done" attitude, especially when working in a lean, fast-paced entrepreneurial environment.
• Performance MetricsOn-Time Delivery (OTD) Rate: Percentage of orders delivered within the promised timeframe.
• Customer Satisfaction Score: Measured via post-delivery feedback calls.
• Escalation Resolution Time: Speed and effectiveness in resolving customer grievances.