Customer Service And Operations Executive

Job Description: Customer Service and Operations Executive

Company Overview

Hotel Value Mart (www.hotelvaluemart.com) is a leading online supplier of premium hotel guest amenities, toiletries, housekeeping chemicals, and related products. We cater exclusively to the hospitality industry, offering high-quality items such as soaps, shampoos, guest kits, cleaning supplies, and personal care essentials at competitive prices. With a commitment to fast, reliable delivery across India, we ensure hotels and hospitality businesses receive seamless support for their operational needs. Our e-commerce platform simplifies procurement, and our dedicated team focuses on exceptional customer experiences.

Job Summary

We are seeking a proactive and detail-oriented Customer Service and Operations Executive** to join our team in a desk-based role. This position is pivotal in managing customer interactions, ensuring smooth order fulfillment, and maintaining inventory efficiency. The role emphasizes problem-solving, coordination, and operational support rather than direct sales. You will handle inbound customer queries via phone, guide users through our website, resolve issues, and contribute to backend processes like stock management and reporting. This is not a sales-focused position, though optional cross-selling/upselling opportunities are available for performance incentives.

Location: Office-based (desk job) 

Employment Type: Full-time 

Key Responsibilities

Customer Query Handling and Support

- Respond to customer (primarily hotels and hospitality businesses) queries via phone, email, or WhatsApp regarding product availability, pricing, and general inquiries.

- Provide step-by-step guidance on placing orders on the www.hotelvaluemart.com website, including troubleshooting common issues like account creation, product selection, and checkout.

- Assist customers live on calls by navigating the website on their behalf to complete orders securely and efficiently.

- Address queries on order dispatch status, expected delivery timelines, and tracking updates.

Order Fulfillment and Coordination

- Coordinate with courier partners (e.g., DTDC, Blue Dart) to resolve delays, reroute shipments, or handle returns, and proactively update customers on progress.

- Ensure timely order dispatches by liaising with warehouse staff, prioritizing urgent hospitality orders, and monitoring fulfillment SLAs.

- Resolve customer grievances related to order inaccuracies, damaged goods, or delivery issues, escalating complex cases as needed while aiming for high resolution rates.

 Inventory and Vendor Management

- Monitor stock levels for all SKUs (e.g., soaps, shampoos, cleaning chemicals) to prevent stock-outs, using internal tools to track inventory in real-time.

- Place replenishment orders with vendors via phone or email, negotiating basic terms to maintain supply chain efficiency.

- Perform routine stock-keeping duties, including updating inventory records and flagging low-stock alerts.

Reporting and Upsell Opportunities

- Prepare daily/weekly Management Information System (MIS) reports on orders received, dispatch status, query volumes, and resolution metrics using Excel or similar tools.

- Optionally identify upsell/cross-sell opportunities during customer calls (e.g., suggesting complementary products like bulk guest kits or eco-friendly cleaning supplies) to drive additional revenue and earn incentives.

Qualifications and Requirements

- Bachelor's degree in any discipline; Commerce or Business Administration preferred.

- 1-2 years of experience in customer service, e-commerce operations, or inventory management, ideally in B2B hospitality or retail sectors.

- Strong communication skills in English and Hindi; proficiency in regional languages (e.g., Tamil, Telugu) is a plus for pan-India customer base.

- Familiarity with e-commerce platforms (e.g., WooCommerce or similar) and basic CRM tools.

- Proficiency in MS Excel for reporting and data analysis.

- Ability to multitask in a fast-paced environment, with a customer-centric mindset and problem-solving aptitude.

 Preferred Skills

- Knowledge of hospitality industry products (e.g., guest amenities, housekeeping supplies).

- Experience with courier coordination and basic supply chain processes.

- Comfortable with phone-based support and guiding users remotely via screen-sharing tools.

- Detail-oriented with a proactive approach to preventing issues (e.g., stock-outs).

What We Offer

- Opportunities for growth in operations and customer success roles.

- Flexible desk-based work environment with training on our product catalog and systems.

- Contribution to a mission-driven team supporting India's hospitality sector.

If you are passionate about delivering outstanding service and thrive in an operational role, apply now by sending your resume to anamika@orientalkarmica.com with the subject "Customer Service and Operations Executive Application." 

Hotel Value Mart is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.