Customer Engagement Lead

About The CompanyPhantom Hands, is a design and craft driven contemporary furniture manufacturer based in Bangalore. We collaborate with renowned furniture and textile designers to produce original furniture designs that become part of our catalog.

We also re-edit historically important furniture designs from the second half of the 20th century and are one of the few furniture brands from India with an international footprint. Sales ProcessOur sales are based on inbound enquiries; with customers enquiring via email, Instagram or telephone/WhatsApp, followed by an exchange of relevant information such as catalogs, pricing and terms, leading to orders being placed. We sell directly to retail customers (B2C), and through a network of retail partners and distributors around the world (B2B).

After orders are placed, customers are provided regular updates on the progress of their orders until the order is delivered safely. Job DescriptionWe are looking for a 'Customer Engagement Lead' to take responsibility for Sales Operations and Customer Communication. Depending on the skill and aptitude of the candidate, the role can extend to sales strategy and marketing, in addition to the primary customer engagement role.

Based on performance and commitment to the company's vision & mission, mentorship will be provided to groom the selected person for a senior management position in due course. Primary Role:Replying efficiently and accurately, with the right brand tone, to sales enquiries received via email, Instagram, WhatsApp and phone calls (in adherence to our FAQ guidelines and communication protocols). Meeting customers in-person and walking them through our products during workshop visits.

Interfacing with customers during events and exhibitions. Updating customer information, leads and opportunities on our CRM platform. Following up on enquiries and engaging with customers to close orders.

Preparing estimates and invoices. Accurately recording order information on our internal system after an order is won. Coordinating with production and logistics teams to ensure bidirectional flow of order related information.

Post Sales customer support - liaise between our internal delivery team and customers to communicate order related information and updates. Develop and nurture relationships with regular customers such as interior designers, retail partners and corporate clients who make repeat purchases. Manage dealer network : Oversee and expand the global dealer network by providing partners with timely updates on new products, marketing materials, and sales support tools.

Identify market gaps and onboard new partners in alignment with brand values. Conduct virtual meetings with inbound reseller inquiries to assess suitability and ensure brand representation standards are metThese are the qualities we are looking for:We are open to considering a wide range of experiences and backgrounds for this role - in general, between 5 and 10 years of work experience in a customer facing or operations role will be useful. Extremely good written and verbal communication skills.

Ability to handle occasional customer issues patiently, tactfully and politely. A mindset of being target driven and closing sales orders without being overly aggressive in customer communication and follow ups . Exposure to or basic interest in design, craft, architecture or furniture.

Extreme and ridiculous attention to detail and ability to follow processes and record information accurately. Constantly proactive and eager to learn/take on more responsibilities. Willingness to work extremely hard and be responsive to customers outside conventional work hours.

This is especially important as we have international customers who may require responses within a certain timeframe. Work LocationThe work location will be our office and factory in Abbigere (near Jalahalli), Bangalore North. Remote working is not an option.

CompensationCompetitive and will be based on the potential, skills, experience and profile of the candidate. Employee benefits include performance bonus and health insurance coverage for self and family. Interview ProcessWe prefer to get to know the right candidate, therefore the process would include a series of interviews and tests.

* Interested Candidates may send a CV and a motivation letter to **** with the subject 'Customer Engagement Lead'.