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Customer Experience & After-Sales Operations Manager - Luxury Furniture
Parker Connect
Dubai, UAE
Full-time
Mid-Senior
Onsite
Discovered Today
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Customer Experience & After-Sales Operations Manager - Luxury Furniture
Customer Experience & After-Sales Operations Manager
will oversee the end-to-end customer journey from
sales order processing through delivery, installation and after-sales service
.
The role will ensure that customer orders are processed accurately and efficiently, while coordinating with Sales, Production, Logistics, Delivery, Installation and Service teams to provide a seamless premium customer experience.
The position will also take ownership of
customer complaints, claims, repairs, replacements and service issues
, ensuring timely resolution and maintaining high customer satisfaction.
Key Responsibilities
- Oversee the
end-to-end sales order process
, from confirmed order through delivery and installation.
- Ensure customer orders, quotations, product details, delivery requirements and documentation are accurate and complete.
- Coordinate closely with
Sales, Sales Admin, Production, Logistics, Delivery and Installation teams
to ensure smooth order fulfilment.
- Monitor order status, product availability, delivery schedules and installation timelines.
- Keep customers informed about
order progress, delivery schedules and installation requirements
.
- Act as the key point of escalation for customer concerns and operational issues.
- Manage
after-sales service, customer complaints, product claims, delivery damages and installation issues
.
- Coordinate with technical, QA/QS and service teams to assess and resolve customer claims.
- Manage repairs, replacements and goodwill solutions within approved company guidelines.
- Follow up with internal teams and third-party service providers to ensure issues are resolved within agreed timelines.
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