E - Commerce Customer Service & Operations

2 weeks ago

Gurugram, India Craft & Glory Full time

Job Title : Customer Service & Operations (E-commerce)

Company : Craft and Glory

Location : Gurgaon, NCR

Type : Full-Time


About Us

Craft and Glory is a premium leather goods brand known for its exceptional craftsmanship and timeless designs. We pride ourselves on creating products that last generations and delivering a seamless experience for our valued customers. We seek detail-oriented and proactive Operations (E-commerce) and Customer Support to streamline our customer service, order management, and operational workflows.


Job Overview

Customer Service & Operations (E-commerce) will play a pivotal role in managing customer interactions, ensuring seamless order processing, and maintaining a smooth flow between customers, the manufacturing unit, and logistics teams. The ideal candidate should have excellent organizational skills, a customer-first approach, and the ability to generate actionable insights to support decision-making and business growth.


Key Responsibilities


Customer Communication & Support

  • Manage incoming calls, SMS, and WhatsApp messages, assisting new customers with queries and converting them into paying customers.
  • Provide accurate, valid, and complete information to customers using appropriate tools and methods.
  • Handle customer complaints, provide timely solutions, and follow up to ensure resolution.
  • Assist existing customers with the status of their orders, returns, and exchanges.
  • Build relationships with repeat customers and encourage them to leave reviews on various platforms.


Order Management & Coordination

  • Create and manage order sheets daily, including customer comments and customization requests, and share them with the manufacturing team.
  • Collaborate with the production manager and shipping team to ensure the timely dispatch of orders, addressing urgent requests and customizations.
  • Track the status of orders and provide updates to customers, ensuring a smooth order flow from manufacturing to delivery.


Data Management & Reporting

  • Prepare promissory sheets, red sheets, and other data sheets to support analytics and future decision-making.
  • Maintain accurate records of customer interactions, process customer accounts, and organize necessary documentation.
  • Generate insights and reports on customer demands, feedback, and trends, and share them with the marketing team to support strategy development.


Process Optimization & Analytics

  • Develop systems to streamline order flow at the manufacturing unit, ensuring efficient communication and operations.
  • Monitor and analyze customer interactions and operational data to identify areas for improvement and implement process enhancements.


Qualifications & Skills


Required

  • Excellent communication skills (written and verbal) and a customer-focused mindset.
  • Proficiency in using office software like Excel, Google Sheets, and CRM tools.
  • Ability to handle and resolve customer complaints efficiently.


Preferred

  • Knowledge of operational workflows in manufacturing and logistics is a plus.
  • Experience in data analysis and reporting to support marketing and operational strategies.
  • Familiarity with customer behavior in the fashion, footwear, or lifestyle industry.


What We Offer

  • A dynamic and supportive work environment that values innovation and collaboration.
  • Opportunities to grow with a premium brand committed to excellence.
  • Competitive salary and benefits package.


How to Apply

Please send your resume and a brief cover letter explaining your interest in the role to .


Join Craft and Glory to be part of a team dedicated to delivering exceptional customer experiences and upholding the legacy of craftsmanship

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