Fresh Platter is looking for a Customer Experience Manager to own the day-to-day experience of working with us. Our goal is simple: customers should find Fresh Platter exceptionally easy, responsive and dependable to do business with - even when the answer is not what they want to hear.

Fresh produce is fast-moving and perishable. Quantities change, prices move, quality issues can arise, vehicles get delayed, POs may be pending, and customer indents can be higher or lower than expected. These realities will not disappear. This role exists to make sure they are managed calmly, proactively and methodically, so the customer always knows what is happening and never has to repeatedly chase Fresh Platter for an answer.

This is not a traditional sales-acquisition role, an accounts role or an operations role. It is the customer-facing coordination layer across all of them. You will be the dependable day-to-day point of contact for customers while working closely with Sales, Procurement, Operations, Dispatch and Accounts to close every loop from start to finish.

What you will own

· Customer communication: Be the single dependable day-to-day point of contact for customer indents, forecasts, rates, availability, POs, dispatches, delivery updates, quality issues, claims and routine commercial matters.

· Indents and order flow: Collect indents on time, clarify changes, follow up for missing information, communicate confirmed quantities internally and ensure the customer receives timely confirmation.

· Rates and commercial communication: Communicate and negotiate rates within approved commercial boundaries, handle difficult rate conversations calmly, obtain customer confirmation and ensure agreed rates are properly recorded.

· Availability management: Communicate shortages, excess availability, substitutions or changes early. Work with the customer and internal teams to find the best practical outcome instead of allowing surprises at the last minute.

· Exception handling: Manage quality complaints, rejections, short supply, oversupply, packing delays, vehicle delays, missed timelines and other issues without panic. Keep the customer informed, coordinate the internal response, propose the next action and drive the matter to closure.

· Proactive follow-through: Customers should not have to keep calling Fresh Platter for updates. Track every commitment, follow up before deadlines and close open items completely.

· Cross-functional coordination: Obtain information from Sales, Procurement, Operations, Dispatch and Accounts and communicate one clear,



consistent response to the customer. Bring customer requirements back into the company in the same disciplined manner.

· Commercial closures: Coordinate customer-facing follow-up on debit notes, credit notes, rate confirmations, claims and other commercial documentation, while Accounts continues to own accounting and financial records.

· Customer compliance and administration: Handle customer-facing documentation and portal requirements, including sharing updated FSSAI, GST and other relevant company documents, ensuring customer records are updated, completing customer/vendor portals and tracking any compliance-related requests to closure.

· MIS and records: Maintain accurate customer-wise MIS covering indents, rates, supply commitments, open issues, claims, documentation, follow-ups and closures.

· Systems and standardization: Work through defined systems, templates and workflows rather than ad-hoc messages or information stored in personal memory. Enter the relevant facts, use standardized communication wherever possible, and maintain a complete record of what was communicated, promised and closed.

· Process improvement: Build and continuously improve repeatable processes for recurring situations - shortages, quality complaints, delayed dispatches, pending POs, rate discussions, excess availability and other customer scenarios - so the company becomes less dependent on individual firefighting.

What we are looking for

· 5+ years of relevant experience in fresh produce, perishables, food distribution, grocery, modern trade, quick commerce, FMCG supply chains or a closely related environment.

· Hands-on exposure to the realities of a perishable supply chain. You should already understand concepts such as shrinkage, quality rejection, variable availability, short/excess supply, time-sensitive dispatches and customer service failures - we are not looking to teach these basics from scratch.

· Strong customer-facing experience. You should be able to walk into the role, understand the problem quickly and say, "I will handle it," rather than becoming uncomfortable when conversations get difficult.





· Excellent spoken and written English is mandatory. Emails, WhatsApp messages and formal communication must be clear, polished, professional and unambiguous.

· Fluent spoken Kannada is mandatory. You should be completely comfortable and natural engaging Kannada-speaking customers in Kannada. Additional knowledge of Telugu, Tamil or Hindi is an advantage.

· Calm, emotionally steady and thick-skinned. You should be able to handle disagreement, pressure, complaints and uncomfortable conversations without becoming defensive, flustered or abrasive.

· Street-smart and commercially sensible. You should know when to persuade, when to hold your ground, when to offer an alternative and when to escalate.

· Methodical and disciplined. If an item needs to be recorded, followed up, reported or closed, you do it every time - not only when someone reminds you.

· Agile and comfortable multitasking. Several customer issues may move simultaneously and priorities can change quickly.

· Comfortable using software, structured workflows, customer portals, MIS tools and standardized communication systems. Process discipline is non-negotiable.

· Flexible with working hours. Fresh produce does not always operate on a strict 9-to-6 rhythm, and important customer matters occasionally require attention earlier in the morning or later in the evening.

What success looks like

· Customers experience Fresh Platter as responsive, reliable, and extremely easy to work with.

· Customers should never chase us for routine information or updates.

· Indents, rates, availability, POs, dispatch information and open issues are tracked clearly and closed on time.

· Problems are communicated early and managed professionally before they become escalations.

· Internal teams receive clear customer information, and customers receive one consistent version from Fresh Platter.

· As Fresh Platter expands into more fruits, vegetables, customers and cities, the customer experience function scales through systems and processes rather than becoming person-dependent.

About Fresh Platter

- Fresh Platter is a Bengaluru-based, tech and data-driven fresh produce company building a better farm-to-retail supply chain. Bananas are our current flagship category, and we are expanding across fresh produce. We work in a demanding operating environment where quality, timing, availability and commercial discipline matter every day - and we want the experience of working with Fresh Platter to be as solid as the supply chain we are building.

📌 Customer Experience Manager (Bangalore Metropolitan Area)
🏢 Fresh Platter
📍 Bangalore Metropolitan Area