Job Title: Customer Representative

Location: Mumbai (In-House)

Experience: 3–5 years (preferred in e-commerce or direct-to-consumer setup)

About the Brand: SG by Sonia is a luxury brand focused on women's bags and travel accessories.

About the Role:

We are looking for a dynamic, organised, and people-oriented Customer Representative to join our growing team in Mumbai. This is a critical in-house role, acting as the bridge between our customers, production, and marketing teams. You will be responsible for ensuring a smooth order flow — from placement to delivery — while offering excellent support and communication to our clients.

Key Responsibilities:

• Order Management: Process all incoming orders, coordinate with the Production Manager to confirm timelines and ensure smooth handovers.
• Customer Support: Proactively communicate with customers regarding their orders, timelines, and queries to ensure a seamless buying experience.
• Timely Deliveries: Follow up internally to ensure that every order is dispatched and delivered on time.
• CRM & Communication: Maintain consistent and professional communication with clients via email, WhatsApp, and calls.
• Coordination with Marketing: Work closely with the marketing team to align customer communication for new product launches, special promotions, and campaign broadcasts.
• Office Operations Support: Take ownership of various operational tasks in the office that keep our daily workflow running efficiently.
• Reporting & Documentation: Maintain organised records of customer interactions, orders, and feedback using tools like Excel and Shopify.

Requirements:

• 3–5 years of experience in customer service/client management, preferably in an e-commerce or D2C environment
• Excellent verbal and written communication skills in English and Hindi
• Proficiency in Microsoft Excel (mandatory); experience with Shopify or other order management software is a strong plus
• Strong sense of ownership, time management, and attention to detail
• Enthusiastic learner, ready to adapt and contribute across teams
• Based in Mumbai and comfortable working full-time from our office.

Why Join Us?

You’ll be part of a close-knit, fast-growing team where your work makes a real impact. We value accountability, initiative, and a customer-first approach — and we’re looking for someone who thrives in a collaborative, fast-paced environment.