Key Account - MTO (Duplicate)

Job Requirements

The Customer Order Executive is responsible for processing Made-To-Order (MTO) orders, ensuring error-free order management, and maintaining seamless coordination with manufacturing, vendors, and key stakeholders. This role requires strict adherence to turnaround times (TATs) and a zero-error approach in handling customer orders and deliveries.

• MTO Order Processing & Manufacturing Release: Ensure all orders are processed accurately and within TAT, maintaining zero errors.
• Stakeholder Coordination: Work closely with IH Manufacturing, vendors, stone procurement teams, CAD/CAM, pricing, category, dispatches, and quality teams to resolve queries and streamline operations.
• Order Delivery & Follow-Ups: Monitor on-time delivery of customer orders, follow up on overdue orders, and communicate with boutiques.
• Query Management & Resolution: Address and resolve customer and RSO queries within 12 hours to ensure operational efficiency.
• Process Monitoring & Reporting: Maintain daily MIS reports on query resolution, deliveries, sample status, work-in-progress (WIP), and system updates.
• MTO Sale Share Improvement: Boost MTO sales across assigned boutiques through targeted strategies and close coordination with RSOs.
• Btq Visits & Training : Conduct regular visits and deliver structured training for new RSOs and boutiques to drive MTO excellence.
• Having strong rapport with the boutique team, co-ordinating monthly reviews with ABM/RBM

• 100% query resolution within 12 hours.
• 100% order processing completion within 24 hours.
• Zero order processing errors and design mismatches.
• Increase MTO Sales Share by 15% in all Btqs

Maintain NPS rating of 90+ with all Btqs

Work Experience

To succeed in this role, the ideal candidate must:

• Have a minimum of 2+ years of experience in jewellery Industry.
• Be a graduate with strong system knowledge for handling order management.
• Possess excellent customer centric attitude, planning, follow-up, communication, and analytical skills.
• Be fluent in English (Read/Write/Speak) ,Hindi (Speak) and Other regional languages are added advantage
• Mandatory requirement: Required to work weekends (Saturdays/Sundays) and in flexible shifts including night shift, and working in holidays - Alternative compensatory off will be provided.