What you'll do

About the role

As Custom Orders Executive, you'll be the first person a customer talks to when they want a bespoke piece, on WhatsApp, Instagram, email or a call. You'll own the whole journey: understanding what they want, getting it made by the right vendor, and delivering it on time, while keeping them informed and confident at every step. You'll work from our Mahanafar store and report directly to the founder.

Customer enquiries
Check WhatsApp, Instagram, email, and calls every day, and reply to recent customer enquiries within 2 hours
Understand exactly what the customer wants: piece, metal, stone, size, occasion, and deadline, with reference photos
Spot urgent orders from day one

Getting it made
Assign each order to the right vendor in our standard order format, and confirm the vendor has received it
Review the design (CAD) from the vendor against what the customer asked for, and work out the final price using our pricing formula
Share the design and price with the customer, and get their written approval before production starts

Delivery




Follow up with vendors yourself; don't wait for them to update you
Make sure every order is dispatched within 2 weeks of design approval
Update the customer during production without being asked, and share tracking as soon as it ships
Keep the order tracker accurate every day, and raise problems with the founder before they become crises

What we're looking for

Required:
Positive written Hindi and English for WhatsApp and email
Comfortable using WhatsApp Business, Instagram DMs, email and Google Sheets or Excel every day
Has handled several customers or orders at the same time in a previous job
Based in Lucknow, able to work 6 days a week from our Aminabad store

Preferred:
Experience in jewellery, fashion, or a customer-facing sales or operations role
Basic jewellery knowledge: gold karats, stone types, CAD designs
Experience coordinating with vendors or karigars, or using an

📌 Customer Success Manager Lucknow
🏢 UG Innovations
📍 Lucknow