Operational Specialist

About SPIN CYCLES

SPIN CYCLES is a professional laundry and dry-cleaning company based in Bengaluru, serving customers city-wide since 2014. The company operates through retail outlets, pickup and delivery services, customer support, and centralized processing centers, emphasizing quality, prompt service, customer satisfaction, and technology-driven operations.

Role Overview

The Operations Specialist will oversee daily B2C service operations, ensuring smooth coordination between Customer Support, Stores, Factory, Logistics, and backend teams. This proactive role focuses on resolving complex customer escalations and monitoring operational efficiency to maintain high service standards.

Key Responsibilities

• Manage day-to-day operations coordination across multiple departments including Customer Support, Stores, Factory, and Logistics.
• Monitor order statuses, pending tasks, delays, priority issues, and operational exceptions.
• Facilitate smooth progress of customer orders from collection through processing to delivery.
• Address and resolve complex customer issues requiring backend support such as delayed orders, missing or damaged garments, quality concerns, wrong processing, and service lapses.
• Collaborate with relevant teams to investigate root causes and implement swift resolutions.
• Ensure clear accountability for escalated cases with defined action plans and closure deadlines.
• Provide precise operational updates to Customer Support and maintain continuous follow-up until issue resolution.
• Track recurring complaints and coordinate corrective measures to prevent recurrence.
• Monitor order turnaround times, status, and delivery commitments daily.
• Assist in production and dispatch planning as needed.
• Maintain accurate daily reports and management information systems (MIS).
• Track productivity, pending tasks, and action items department-wise.
• Conduct operational floor inspections and identify process gaps or delays.
• Promptly escalate critical operational issues to senior management.
• Support implementation and adherence to standard operating procedures and process improvements.

Performance Metrics

• Rate of customer escalation resolution
• Turnaround time for closing complex issues
• Timeliness of order completions
• Reduction in delayed orders and pending cases
• Decrease in repeat complaints
• Compliance with turnaround times (TAT)
• Adherence to dispatch and delivery schedules
• Accuracy of management information systems
• Action item closure rates
• Compliance with SOPs
• Timely escalation of critical issues

Candidate Profile

• 2 to 5 years experience in operations or customer service operations, preferably in B2C sectors.
• Demonstrated expertise handling customer escalations and service disruptions.
• Proven ability to collaborate effectively with cross-functional teams.
• Strong ownership mentality with excellent follow-up skills.
• Comfortable operating in fast-paced, high-volume environments.
• Proficiency with Excel or Google Sheets and operational reporting.
• Graduate or diploma holders preferred.
• Previous experience in industries such as Laundry & Garment Care, Home Services, E-commerce, Logistics, Food Delivery, Retail, Hospitality, Consumer Services, or Last-mile Delivery is an advantage.

Desired Qualities

• Complete ownership of issues until fully resolved without merely passing problems downstream.
• Understanding of customer urgency and service expectations.
• Confidence in coordinating with multiple backend departments.
• Persistent follow-up until tasks are completed.
• Early identification of potential delays and issues.
• Clear, accurate communication and updates.
• Calm and organized approach to managing complex cases.
• Data-driven root cause analysis capabilities.
• Ability to thrive in a dynamic B2C service environment.