Craft & Glory | E-commerce merchandiser & customer support | gurgaon
6 days ago
Job Title : E-Commerce Merchandiser and Customer Support
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 a detail-oriented and proactive E-Commerce Merchandiser and Customer Support to streamline our customer service, order management, and operational workflows.
Job Overview The E-Commerce Merchandiser 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 Contact@craftandglory.in .
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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