ORDER OPERATIONS & CLIENT SERVICE MANAGER

Location: Mumbai | Work Mode: In-person
Experience: 3–5+ years | Department: Operations & Client Service

ABOUT CHOCOLOVE

Chocolove is a premium artisanal chocolate and gifting brand built around great products, thoughtful gifting and exceptional client experiences.

We are looking for a strong, hands-on and highly responsible Order Operations & Client Service Manager to take ownership of the back-end operations of our business.

This is a key role where you will work across clients, sales, production, packing, dispatch, inventory and accounts to make sure every order moves smoothly from enquiry to delivery.

If you are someone who loves taking ownership, managing people, solving problems and bringing structure to a fast-moving business, this role is for you.

THE ROLE

You will be responsible for ensuring that every Chocolove order is organised, accurate and delivered on time—from a single online order to a large corporate gifting requirement.

You will manage the day-to-day operations team, coordinate with production and dispatch, handle client communication and continuously improve the systems that keep the business running smoothly.

Your key responsibilities will include:

Order & Operations Management

- Own the complete order journey from enquiry to delivery.
- Manage order trackers, timelines, customisations and special requirements.
- Ensure nothing falls through the cracks and proactively solve operational issues.
- Create structure and systems to improve efficiency.

Team Management

- Manage and supervise the packing, dispatch and order operations team.
- Set daily priorities and ensure work is completed accurately and on time.
- Train the team on SOPs and maintain high standards of execution.
- Build a culture of accountability, ownership and teamwork.

Client Service





- Manage client communication across WhatsApp, phone and email.
- Handle product enquiries, quotations, orders and custom gifting requirements.
- Work closely with corporate and bulk gifting clients.
- Build strong relationships and ensure a seamless client experience.

Production & Dispatch

- Coordinate daily with production, packing and dispatch teams.
- Ensure quantities, products, packaging and customisations are executed correctly.
- Manage dispatch timelines and coordinate with logistics partners.
- Identify and resolve issues before they impact the client.

Inventory, Accounts & Product Management

- Maintain visibility of product and packaging inventory.
- Coordinate quotations, invoices, e-way bills and payment follow-ups.
- Keep product menus, pricing and availability updated.
- Ensure teams are always working with accurate information.

Process Improvement

- Build and improve SOPs, checklists, trackers and workflows.
- Identify recurring problems and create better ways of working.
- Help Chocolove scale its operations without compromising quality or client experience.

WHO WE'RE LOOKING FOR

We are looking for someone who is mature, proactive, organised and positive, with a strong sense of ownership.

You should be someone who:

- Takes responsibility and follows through without constant follow-up.
- Is naturally organised and enjoys bringing structure to chaos.
- Can manage people while maintaining a positive and respectful work environment.




- Communicates confidently with both clients and internal teams.
- Is calm and solution-oriented when things don't go according to plan.
- Has excellent attention to detail.
- Is comfortable juggling multiple priorities and deadlines.
- Has a strong work ethic and a "let's figure it out" attitude.
- Takes pride in getting things done properly.

Most importantly, we want someone who wants to own the role—not just complete tasks.

YOU SHOULD HAVE

- 3–5+ years of experience in operations, order management, client servicing or sales coordination.
- Experience in F&B;, gifting, retail, hospitality, luxury, D2C or e-commerce is preferred.
- Experience managing or supervising a small team.
- Strong communication and client-handling skills.
- Positive working knowledge of Excel / Google Sheets.
- Comfort with order tracking, inventory and basic accounts coordination.
- Experience handling bulk or corporate orders is an advantage.

WHAT SUCCESS LOOKS LIKE

At the end of the day, you are the person who knows what is happening.

Orders are organised.
Teams know what needs to be done.
Clients are looked after.
Problems are solved before they become bigger problems.
And the entire back-end operation runs with greater structure, accountability and efficiency.

If you are looking for a role where you can take real ownership, work closely with a growing brand and make a visible impact every day, we'd love to hear from you.

KEY SKILLS

Operations Management | Order Management | Team Management | Client Service | Corporate & Bulk Gifting | Production & Dispatch | Inventory | SOPs & Process Improvement | Excel / Google Sheets | Accounts Coordination

Join Chocolove and help us make every order—and every client experience—better.

Pay: ₹37,000.00 - ₹48,000.00 per month

Work Location: In person

📌 Operations & Client Service (Mahim, Mumbai)
🏢 Chocolove
📍 Mahim