Customer Order and Repair Executive at Caratlane · Mumbai…

Role Purpose

Responsible for coordinating with customers regarding jewellery orders and repair requests, providing timely updates, following up on pending cases, and ensuring smooth closure of customer requirements in coordination with internal teams such as Production, Repair, Quality, Stores and Dispatch.

Key Responsibilities

1. Customer Order Coordination

• Call customers regarding jewellery orders, order status, delivery timelines and pending requirements.
• Confirm order details, specifications and expected delivery dates.
• Provide customers with regular updates on order progress.
• Follow up on delayed or pending orders and coordinate internally for timely resolution.
• Maintain accurate records of customer conversations, commitments and follow-up actions.

2. Jewellery Repair Coordination

• Contact customers regarding jewellery repair requests and repair status.
• Explain repair timelines, estimated completion dates and other relevant information.
• Coordinate with Repair, Production, Quality and Stores teams for timely completion.
• Follow up on pending repairs and ensure customers are updated proactively.
• Coordinate customer confirmation wherever required before proceeding with repair-related actions.

3. Customer Communication

• Handle customer calls professionally and provide accurate information.
• Address basic customer queries related to orders and repairs.
• Escalate complaints, quality concerns, pricing issues or complex cases to the appropriate team.
• Maintain a professional and customer-friendly communication style at all times.

4. Internal Coordination & Follow-up

• Coordinate with Production, Repair, QC, Stores, Dispatch and Retail teams.
• Track open orders and repair cases until closure.
• Highlight ageing cases and potential delivery delays to the reporting manager.
• Ensure customer commitments are communicated clearly to internal stakeholders.

5. MIS & Documentation

• Maintain daily tracker for orders, repairs, pending cases and customer follow-ups.
• Update CRM/ERP systems with call outcomes and case status.
• Prepare regular reports on pending orders, repairs, ageing and closures.
• Ensure accurate documentation of customer requests and commitments.

Key Performance Indicators (KPIs)

• Customer calls completed / follow-up adherence
• Order & repair closure rate
• Pending case ageing
• On-time customer updates
• Customer complaint / escalation rate
• Data and CRM accuracy
• Turnaround Time (TAT) adherence
• Customer satisfaction

Required Skills

• Good verbal communication skills in English and Hindi as applicable.
• Strong follow-up and coordination skills.
• Customer-service orientation.
• Good listening and problem-solving ability.
• Comfortable handling repetitive follow-ups without losing accuracy.
• Basic MS Excel / Google Sheets knowledge.
• Ability to coordinate with multiple internal teams.

Preferred Experience

• 13 years of experience in customer service, tele-calling, order management, jewellery retail/manufacturing or repair operations.
• Jewellery industry experience is preferred.
• Candidates with experience handling customer orders, repair cases, service requests or delivery coordination will be preferred.