Customer Relationship

Main objective:
Discuss requirements with customers, understand thee need and help finalise the order. Work with company leadership to work on business development ideas and further execution

Office Location:
Gurgaon, Golf Course Road

Job Type:
Employee

Job Summary
– We are seeking for an energetic and articulate individual who can converse with customers to understand their needs and convert into customised / designer cake orders. This is mostly over phone and WhatsApp. It will also require to coordinate with predominantly with the operations manager as well as with designers, cake makers and bakers based on the need. N oversight will be needed for the non-customised cake / confectionary business which is mainly through Swiggy, Zomato and website. Relationship management with customers and employees is crucial to be successful in this role

This role can be on a hybrid work mode

Key Responsibilities:

• Receive calls and whatsapp messages, converse with customers, provide options on designs and flavours and finalise the order. Maintain order book accurately

• De Cakery is a premium brand and hence not every customer who calls might be a customer. Need to learn to understand who is and who may not be a customer, so that more focus can be given to the right customers

• Prepare list of festivals through the year, proactively work on preparation of designs, photo shoots, coordination with Swiggy, Zomato and website coordinator to update the catalog and promotions on a timely basis

• Understand discount and promotion structures in customised and non-customized items and ensuring its reflecting correctly in Swiggy, Zomato and website. Also use the relevant ones appropriately in the customer conversations over phone and Whatsapp

• Be in touch with the operations team on aregular basis to understand the pulse of what is going on and pick up employee related issues, which can be addressed proactively. It could be actions like up / cross skilling, motivation conversation, conflict resolution between employees etc

• Keep a vigil on customer ratings and feedback on Google, Swiggy, Zomato, whatsapp and in online groups, so that appropriate action can be taken in discussion with the leadership team

• Forward planning : Set targets and create strategies along with leadership team to achieve those, like innovative products, complementary products, combo packs etc

• Continuous Improvement: enable the ongoing setup to continuously monitor and refine the processes to ensure they remain aligned with evolving business needs and market conditions

• Risk Management: Identify potential risks in the planning process and develop strategies to mitigate them

-Customer loyalty: Use order book information to categorise customers based on sensible parameters to delight customers through loyalty programs and to get more from existing customers

Skills

• Excellent English and Hindi communication skills

• Patient but assertive and clear approach with customers

• Set expectations with customers on what is possible and what is not. It could be related to the product, shipment, logistics, what customer needs to take care of etc

• Analytical Skills: Use order and other operational data to work on continuous improvements, customer loyalty, customer retention etc

• Project Management: Ability to manage projects from inception to completion, including scope definition, timeline management, and stakeholder communication.

• Leadership: Strong leadership and change management skills with a focus on driving cross-functional collaboration and alignment

Preferred Qualifications:

• Understanding / Appreciation of food industry. Affinity / Interest to be self motivated in this field of work

• Ability to work with SME sector

• Ability to work independently and collaboratively based on the tasks and scenarios

Compensation will be discussed and finalised

Food industry is a round-the-week business. Ideal candidate would be willing to work weekends and take weekly off during the week