ABOUT US

Who We Are

The White Willow is a bootstrapped, founder-led home comfort and wellness brand established in 2015.

We design and manufacture 200+ products - memory foam pillows, wedge cushions, seat cushions, mattress toppers, and kids' ranges - sold across our own D2C website and all major Indian marketplaces and quick commerce platforms.

At The White Willow, every team member operates like an owner. We move fast, stay close to the details, and hold ourselves to high standards of execution.

This is not a traditional call-centre or basic customer-support role. It sits at the centre of the customer journey - across product enquiries, orders, delivery, complaints, returns, reviews, and customer follow-ups.

What You Will Own

As Customer Experience Executive, your job is to make sure every assigned customer interaction is handled with empathy, accuracy, and follow-through.

You will manage customer conversations across active support channels and coordinate with logistics, warehouse, marketplace, finance, product, quality, and marketing teams.

Your role is to track what is open, follow up on what is pending, escalate what is delayed, document what is key, and close what is assigned.

This is a hands-on customer operations role. You will not only respond to messages or update trackers - you will use them to drive action. If a customer case is assigned to you, you remain responsible until proper closure.

Customer Support Operations

- Respond within defined timelines and communicate clearly, professionally, and empathetically
- Understand the complete customer and order history before responding
- Maintain accurate records of customer conversations, actions, commitments, and next steps
- Follow up on pending cases without waiting for repeated customer reminders
- Escalate sensitive, high-value,



or reputation-risk cases to the appropriate manager
- Ensure assigned cases are closed only after the committed action has been completed

Product Enquiries & Order Support

- Assist customers with product questions, sizes, features, usage, and product selection before purchase
- Handle order confirmation, address changes, quantity corrections, cancellations, and special requests
- Contact customers where an order requires verification or additional information
- Coordinate order corrections with warehouse and fulfilment teams and track pending actions
- Help reduce avoidable cancellations and returns through accurate pre-purchase communication

Delivery & Shipment Coordination

- Handle customer enquiries relating to order status, delivery timelines, delays, NDR, RTO, and lost shipments
- Coordinate with logistics and fulfilment teams until the issue is resolved
- Provide customers with clear updates while delivery action is pending
- Track delayed and unresolved shipment cases and escalate breached commitments
- Ensure a delivery complaint is not treated as closed only because it has been forwarded internally

Returns, Replacements & Refunds

- Handle customer requests involving returns, replacements, refunds, and reverse pickups
- Check requests against the applicable policy and collect complete supporting information
- Coordinate reverse pickups, warehouse verification, replacement orders,



and refund processing
- Follow each case until the customer receives the final resolution
- Escalate exceptional or sensitive cases requiring managerial approval

Marketplace, Reviews & Customer Follow-Up

- Handle assigned customer messages and service requests received through marketplace channels
- Respond within platform timelines and follow approved communication guidelines
- Monitor assigned reviews, ratings, and customer feedback and support service recovery where required
- Follow up on assigned abandoned carts and qualified pre-purchase enquiries in a helpful, non-intrusive manner
- Record recurring customer objections, product concerns, and feedback for internal review

Escalations, Reporting & Process Discipline

- Escalate customer cases through the approved process with complete information and supporting records
- Coordinate with internal teams, track commitments, and follow up until closure
- Update customer cases, Google Sheets, CRM trackers, and daily reports accurately
- Maintain visibility of open, pending, and escalated cases with clear next actions and timelines
- Follow approved SOPs, response guidelines, and escalation processes
- Maintain task discipline so that no customer commitment depends only on memory or verbal updates

REQUIREMENTS

What We're Looking For

Must-Have

- 2-5 years of experience in customer service, customer experience, CRM, or customer operations
- Experience in a D2C, e-commerce, retail, consumer-products, or marketplace-led company
- Experience handling customer complaints, delivery issues, returns, refunds, or replacements
- Strong written and spoken English and Hindi
- Clear, empathetic, and professional customer communicat

📌 Customer Experience Executive (Vadodara)
🏢 The White Willow
📍 Vadodara