Customer Operations Specialist

Job Description

Post-Sales Operations Executive

Hiring | BoxUp Luxury Gifting

Post-Sales Operations Executive

Department

Post-Sales Operations / Customer Experience

Experience

2–3 Years

Location

Bengaluru

Employment Type

Full-time

Reporting To

Post-Sales Operations Lead / Head of Operations

About BoxUp

BoxUp Luxury Gifting is a corporate gifting and personalised gifting company focused on creating meaningful experiences through thoughtful products, customised packaging, and seamless fulfilment.

We work with leading corporates and businesses to deliver customised gifting solutions, managing everything from product selection and branding to packaging and delivery.

As we continue to scale our operations, we are looking for a proactive and detail-oriented Post-Sales Operations Executive to ensure a smooth and exceptional customer experience after every confirmed order.

Role Overview

The Post-Sales Operations Executive will be responsible for managing the complete order execution process once a sale has been confirmed by the sales team and a job card has been created.

The individual will serve as the primary coordination point between customers and internal departments, ensuring that every order progresses seamlessly through mockup approvals, procurement, production, quality checks, dispatch, and final delivery.

This role requires strong ownership, excellent communication, effective follow-up skills, and the ability to manage multiple orders simultaneously while ensuring customer satisfaction and timely execution.

The objective is simple: Once the sales team closes an order, the Post-Sales Operations Executive takes ownership of its execution until successful delivery and customer feedback.

Key Responsibilities

Job Card Review & Order Handover

• Review job cards received from the sales team after order confirmation.
• Understand customer requirements, product specifications, quantities, branding, packaging, delivery locations, and committed timelines.
• Identify missing information or discrepancies and coordinate with the sales team for clarification.
• Ensure all relevant documents, approvals, and customer commitments are properly recorded.
• Prepare an execution plan and initiate the order workflow.
• Take complete ownership of the order after the handover.

Internal Department Coordination

• Coordinate with the mockup and design team for artwork, branding layouts, and sample preparation.
• Follow up with the procurement team to ensure timely sourcing and availability of products and materials.
• Work closely with printing and production teams to ensure execution as per approved specifications.
• Coordinate with quality control to ensure products meet the required standards.
• Liaise with the warehouse team for packing, inventory readiness, and dispatch preparation.
• Ensure all departments are aligned on timelines and deliverables.
• Proactively follow up to prevent delays and resolve operational bottlenecks.

Customer Communication & Servicing

• Act as the primary point of contact for customers after order confirmation.
• Share regular updates on order progress and expected delivery timelines.
• Coordinate with customers to obtain mockup, artwork, and sample approvals.
• Ensure customer approvals are documented before proceeding with production.
• Address customer queries and concerns promptly and professionally.
• Communicate any changes, delays, or challenges transparently.
• Build strong customer relationships through proactive communication and reliable execution.
• Maintain a customer-first approach throughout the order lifecycle.

Order Tracking & Timeline Management

• Maintain and update the centralised order tracking sheet or CRM.
• Monitor every order against committed timelines.
• Track critical milestones, including mockup approval, procurement, production, quality checks, packing, dispatch, and delivery.
• Ensure no order is left unattended or without a clear next action.
• Identify potential delays in advance and take corrective action.
• Escalate issues to the relevant team or reporting manager when required.
• Ensure timely closure of pending activities.

Dispatch & Delivery Management

• Coordinate with logistics and warehouse teams to ensure timely dispatch.
• Verify shipping addresses, quantities, labels, invoices, and other dispatch documentation.
• Track shipments until successful delivery.
• Follow up with courier partners in case of delays or delivery issues.
• Obtain proof of delivery wherever applicable.
• Keep customers informed about dispatch and delivery status.
• Ensure all delivery commitments are met and documented.

Complaint & Issue Resolution

• Take ownership of customer complaints related to damaged products, missing items, incorrect branding, or delivery delays.
• Coordinate with relevant departments to investigate and resolve issues.
• Ensure complaints are acknowledged and addressed within defined SLAs.
• Maintain clear communication with customers until closure.
• Document complaints and resolutions for future reference.
• Identify recurring issues and share improvement suggestions with the team.

Customer Satisfaction & Relationship Building

• Collect customer feedback after successful delivery.
• Encourage customers to share ratings, reviews, and testimonials.
• Ensure a positive experience at every stage of order execution.
• Identify opportunities for repeat business and refer them to the sales team.
• Share customer feedback and improvement opportunities with management.
• Contribute towards improving customer retention and long-term relationships.

Reporting & Process Compliance

• Prepare daily and weekly updates on active orders, pending approvals, delayed orders, and upcoming deliveries.
• Maintain accurate records of job cards, customer approvals, communications, and delivery documents.
• Follow established SOPs and operational workflows.
• Highlight recurring execution challenges and suggest process improvements.
• Coll