ABOUT THE ROLE

You are the bridge between our Customer Success Executive and the rest of Operations. Every closed order, every site visit, and every client query that needs action from the warehouse, installation, service or sales teams passes through you. You plan it, assign it, chase it and close it.

KEY RESPONSIBILITIES

ORDER FULFILMENT & WAREHOUSE COORDINATION

- Pick up every order closure from Sales. Confirm the Zoho Desk ticket carries full client details and that all customizations are captured in the order confirmation email.
- Build the fulfilment plan for each order (QC, dispatch and installation dates), working backward from the client's required date.
- Make sure Operations Manager sign-off and Finance documents (invoice and e-way bill) are in place before any unit is dispatched.
- Push the warehouse team to hold dispatch timelines, follow up on every pending dispatch, and escalate slippage early.
- Update the warehouse board every Monday with the week's dispatches and plan.

SITE VISIT COORDINATION

- Schedule site visits end to end: agree the date and time slot with the client through Customer Success, and confirm availability on both sides.
- Assign the right technician or partner for each visit based on the product, location and availability.
- Apply the site visit fee policy, and skip visits where the client has already shared a floor plan.
- After every visit, draft the site visit report internally with the Customer Success team, based on the technician's findings, and hand it to the Customer Success Executive to share with the client.

INSTALLATION & SERVICE COORDINATION

- Assess site readiness from images before every installation.



No installation is scheduled until the site clears this check.
- Raise and assign work orders in Zoho FSM to certified technicians and partner agencies across India, and confirm acceptance and timelines.
- Track every job from dispatch to completion. Collect photos and videos, and ensure final unit photos are uploaded before any ticket is closed.
- Flag clients who reschedule a confirmed slot more than once so the charge is applied on the invoice.

TECHNICAL QUERY & VIDEO CALL SUPPORT

- Resolve technical doubts raised by customers, and escalate to the technical team where needed.
- Coordinate internal and virtual calls around product technical difficulties, bringing in the right people to solve them.
- Join client video calls when a client is facing a service issue, or needs a product demo.
- Join video calls with technicians on the ground when they hit an issue on site, and help resolve it in real time or escalate it.

QUERY RESOLUTION (BRIDGE WITH CUSTOMER SUCCESS)

- Take every query the Customer Success Executive raises that needs operational action, route it to the right owner, and return a clear answer with a committed date.
- Keep Zoho Desk status current so Customer Success can update clients without chasing internal teams.
- Hold the line on written requests: no site visit,



installation or warehouse visit is actioned from a verbal request.
- Escalate delays and risks to the Operations Manager early, with facts.

REPORTING, PROCESS IMPROVEMENT & AUTOMATION

- Give a daily status update at standup, and bring open issues and recurring failures to the Ops cadence.
- Spot patterns in delays, repeat complaints and technician issues, and propose process fixes.
- Once day-to-day fire-fighting settles, automate the order milestone flow.
- Continuously bring initiatives that sharpen our customer experience processes.

REQUIREMENTS

- 0–2 years in operations coordination, order fulfilment, or installation and service coordination, ideally with products that need delivery plus installation (appliances, fitness equipment, HVAC, solar or similar).
- Transparent written English.
- Conversational English and Hindi — both mandatory.
- Technical aptitude: comfortable learning how our products work and understanding site prerequisites such as electrical and plumbing requirements.
- Hands-on with CRM or ticketing tools. Zoho Desk, FSM or CRM experience is a strong plus.
- Strong Excel or Google Sheets skills.
- Highly organized and follows up without being reminded. Comfortable holding technicians and internal teams to timelines.

GOOD TO HAVE

- Conversational Tamil (preferred, not mandatory).
- Basic understanding of logistics, dispatch documentation and e-way bills.
- Experience managing third-party field technicians or service agencies.
- Startup or premium-product experience.

Language:
- Hindi (Preferred)

Location:
- Chennai, Tamil Nadu (Preferred)

Work Location: In person

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