Chocolove India
Website:
chocolove.in
Job details:
Chocolove is looking for a highly organised, proactive and customer-focused Order Operations & Client Service Manager to own and oversee the complete order journey across online, offline and bulk gifting channels.
This is a hands-on role at the centre of Chocolove's daily operations. You will be responsible for managing client interactions, coordinating orders from enquiry to delivery, working closely with production and dispatch teams, overseeing inventory and order processes, and ensuring every Chocolove client receives a seamless experience.
We are looking for someone who can bring structure, ownership and attention to detail.
Client Experience & Sales Coordination
- Handle client interactions across phone, WhatsApp, email and other digital channels.
- Guide customers on product selection, pricing, gifting options and available collections.
- Manage order enquiries, confirmations, customisations and special requirements.
- Build strong relationships with repeat, high-value and key clients.
- Assist clients with bulk, corporate and gifting orders.
- Understand and manage client requirements including quantities, budgets, products, customisation, packaging and delivery timelines.
- Ensure clients receive clear, timely and professional communication throughout their order journey.
End-to-End Order Management
- Own and manage the entire order lifecycle, from initial enquiry and confirmation through to final delivery.
- Ensure all order details, customisations, delivery information and special instructions are accurately recorded and communicated.
- Maintain clear visibility of all active, upcoming and pending orders.
- Coordinate with internal teams to ensure timely and accurate order execution.
- Proactively identify potential delays, errors or gaps and resolve them before they affect the client.
- Ensure orders are completed accurately and within committed timelines.
Production & Dispatch Coordination
- Coordinate daily with the production team to communicate upcoming order requirements and priorities.
- Ensure the production team has clear visibility of quantities, products, customisations and delivery deadlines.
- Oversee daily packing and dispatch operations for both online and offline orders.
- Manage and supervise the dispatch team to ensure accuracy, efficiency and timely deliveries.
- Ensure all packing instructions, gift messages, customisations and special requirements are correctly executed.
- Monitor pending, ready-to-dispatch and dispatched orders.
- Continuously improve workflows to reduce errors and improve operational efficiency.
Sales Operations & Accounts Support
- Oversee order-related invoicing and documentation.
- Coordinate the preparation and tracking of invoices, e-way bills and payment-related documentation.
- Maintain accurate records of orders, payments and dispatches.
- Follow up on pending payments and order-related requirements where necessary.
- Coordinate with the accounts team for reconciliation and reporting.
- Ensure all relevant order documentation is complete and properly maintained.
Menu & Product Management
- Ensure menus, product catalogues, pricing and product information are regularly updated.
- Coordinate updates related to new launches, seasonal collections, product availability and discontinued products.
- Ensure accurate and updated product information is available for both clients and internal teams.
- Maintain clear records of current products, pricing and available gifting options.
Ideal Candidate Profile
- 3–5 years of experience in order operations, client servicing, sales coordination or operations management.
- Experience in F&B, gifting, retail, luxury products, hospitality or D2C/e-commerce would be preferred.
- Experience managing end-to-end order cycles, multiple deadlines and cross-functional coordination.
- Comfortable handling client communication as well as internal operational coordination.
- Experience managing or supervising a small operational or dispatch team would be an advantage.
- Comfortable with basic accounting and documentation processes, including invoicing, payments and reconciliations.
- Strong working knowledge of Excel or Google Sheets and comfortable managing trackers and operational data.
What We’re Looking For
Someone who can take ownership, bring structure and elevate the Chocolove experience across every order.
You should be someone who enjoys solving problems, following through on details and coordinating multiple moving parts. You should be equally comfortable speaking with a client about their gifting requirements and following up with the production or dispatch team to ensure everything is executed perfectly.
Key Skills
- Client Service & Relationship Management
- Order Management
- Bulk & Corporate Gifting
- Excel / Google Sheets
- Invoicing & Basic Accounts Coordination
Click on Apply to know more.
