Life at FutureWagon.

We are seeking enthusiastic people to join our team as Customer Happiness Specialists. In this role, you will be responsible for ensuring a positive customer experience by addressing customer inquiries, resolving issues promptly, and building strong relationships with our customers. We are looking for individuals who are passionate about delivering excellent customer service and are eager to take initiative to improve customer satisfaction through innovative ideas.

Key Responsibilities:

1. Customer Support:
   • Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
   • Address customer issues, complaints, and escalations with empathy and patience.
   • Provide product information, order status updates, and resolve any service-related issues.
2. Customer Relationship Management:
   • Build and maintain strong, long-lasting customer relationships.
   • Proactively engage with customers to understand their needs and preferences.
   • Follow up with customers to ensure their concerns are resolved and they are satisfied with their experience.
3. Order Management:
   • Assist customers with placing orders, processing returns, and refunds.
   • Coordinate with the operations team to ensure orders are fulfilled and shipped on time.
   • Monitor order statuses and proactively address any delays or issues.
4. Quality Assurance:
   • Monitor customer feedback and satisfaction levels.
   • Conduct customer satisfaction surveys and analyze results to identify areas for improvement.
   • Implement strategies to improve customer service and enhance the customer experience.
5. Customer Insights:
   • Gather and analyze customer feedback to understand trends and preferences.
   • Provide insights and recommendations to the management team based on customer data.
   • Collaborate with cross-functional teams to implement customer-centric solutions.
6. Initiative and Innovation:
   • Proactively bring new ideas to improve customer satisfaction and service quality.
   • Identify opportunities to enhance customer experience through innovative solutions.
   • Take ownership of customer issues and drive them to resolution with a focus on exceeding customer expectations.
7. Team Collaboration:
   • Work closely with other departments (such as Operations, Marketing, and Product Development) to resolve issues affecting customer satisfaction.
   • Coordinate and communicate effectively with internal teams to ensure timely resolution of customer concerns.
   • Advocate for the customer within the organization and champion initiatives that improve the overall customer experience.
8. Reporting:
   • Prepare regular reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores.
   • Present findings and recommendations to management to support decision-making.

Qualifications:

• Bachelor's or Master's degree in Business Administration, Marketing, Communications, or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Empathetic and patient demeanour when dealing with customers.
• Proficiency in using customer service software and CRM tools.
• Ability to work in a fast-paced, team-oriented environment.

Job Location: 3rd floor, Divine Towers, 402/C, 5th Cross Rd, HRBR Layout 2nd Block, HRBR Layout, Kalyan Nagar, Bangalore (on-site)
Timings: 10am to 7pm Monday to Saturday

We are looking for an experienced and dynamic Head of Operations to lead and scale the operational backbone of our fast-growing D2C e-commerce brand. This role will oversee the entire operations function including supply chain, procurement, vendor management, production coordination, warehousing, fulfillment, and logistics. The ideal candidate is a strategic thinker with hands-on execution skills, capable of building efficient, scalable processes while ensuring exceptional customer experience and cost efficiency.

Key Responsibilities:

1. Operations Strategy & Leadership:
   • Define and implement operational strategies to support growth and profitability.
   • Align day-to-day operations with company goals, balancing efficiency, quality, and scalability.
2. Supply Chain & Procurement:
   • Manage sourcing, procurement, and vendor relationships to ensure product quality, timely delivery, and cost optimization.
   • Establish strong SLAs and performance tracking systems with suppliers and partners.
3. Inventory & Demand Planning:
   • Build robust forecasting models to maintain optimal inventory levels.
   • Reduce stockouts and slow-moving inventory through demand analysis and sales data tracking.
4. Warehousing & Fulfillment:
   • Oversee warehouse operations to ensure efficient picking, packing, and dispatch.
   • Manage 3PL relationships, warehouse performance metrics, and ensure 95%+ on-time dispatch.
5. Order Management & Logistics:
   • Streamline order processing and delivery workflows for both website and marketplace channels.
   • Ensure timely, accurate, and cost-efficient delivery across all regions.
6. Quality & Reverse Logistics:
   • Develop SOPs for quality checks at every stage — production, warehousing, and dispatch.
   • Implement smooth return and replacement processes to maintain customer satisfaction.
7. Technology & Automation:
   • Lead adoption of ERP/WMS/OMS systems for integrated operations tracking.
   • Drive automation and data-led decision-making across fulfillment and supply chain functions.
8. Team Development:
   • Build and mentor a strong operations team across supply chain, logistics, and procurement.
   • Foster a culture of ownership, accountability, and continuous improvement.
9. Finance & Cost Control:
   • Monitor and control operational budgets, logistics costs, and working capital.
   • Work closely with the finance team to forecast operational expenses and improve efficiency.
10. Performance Measurement:
    • Track key metrics such as order fulfillment rate, delivery SLA adherence, inventory turnover, and cost per order.
    • Present monthly reports to leadership with insights and recommendations for improvement.

Qualifications:

• Bachelor's degree in Business Administration, Supply Chain Management, Operations, or a related field (MBA preferred).
• 2-5 years of experience in operations, logistics, or supply chain management, ideally within D2C, FMCG, or e-commerce sectors.
• Proven ability to scale fulfillment operations and lead multi-city logistics functions.
• Strong analytical mindset with hands-on experience in Excel, BI tools, or ERP systems.
• Demonstrated success in vendor management, cost optimization, and process design.
• Excellent leadership, communication, and cross-functional collaboration skills.
• Comfortable working in a fast-paced startup environment with an ownership-driven mindset.

Job Location: Futurewagon Pvt Ltd, Bangalore (on-site)
Timings: 10 AM to 7 PM, Monday to Saturday

As a Brand Manager at Futurewagon, you'll take the helm of the website side of our operations, managing sales, planning, and product launches for several of our brands.

Key Responsibilities:

• Website Management
• Sales Strategy
• Product Launches
• Planning & Forecasting

As the Head of Marketing at Futurewagon, you will be the driving force behind our brand's growth across all channels.

Key Responsibilities:

• Performance Marketing
• Data Analysis
• Growth Strategy
• Team Leadership

Play a pivotal role in shaping the future of our startup with your entrepreneurial spirit and innovative mindset.

Key Responsibilities:

• Strategic Leadership
• Idea Generation
• Project Execution
• Market Research
• Mentorship

A dynamic role that goes beyond traditional administrative functions, diving deep into operations, culture, and brand outreach.

Key Responsibilities:

• Administrative Excellence
• Project Leadership
• Content & Communication
• Data Analysis

Create compelling content and adopt a data-driven social media strategy for our brand.

Key Responsibilities:

• Content Mastery
• Data-Driven Decisions
• Engagement Architect
• Strategy & Planning

Be the artistic compass guiding Futurewagon's visual identity across all platforms.

Key Responsibilities:

• Product Design
• Graphic Design
• Brand Vision
• Team Leadership