Job Title: E-Commerce Merchandiser and Customer Support
Company: Craft and Glory
Location: Gurgaon, NCR
Type: Full-Time
About UsCraft 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 OverviewThe 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 ApplyPlease send your resume and a brief cover letter explaining your interest in the role to [Confidential Information].
Join Craft and Glory to be part of a team dedicated to delivering exceptional customer experiences and upholding the legacy of craftsmanship!
