Customer Support and Operation Executive

Company Description

Fleck is a lifestyle brand committed to helping modern consumers express themselves through their living spaces. With a focus on mindfulness and simplicity, the brand crafts contemporary homewares that enhance everyday living. Fleck emphasizes offering global, high-quality products that bring joy and functionality to modern homes. The company aims to inspire individuals to celebrate the simple pleasures of life through beautifully designed items.

Role Description

Location: Noida | Full-time | Onsite

Experience: 12 years

Key Responsibilities

1. Pre & Post Sales Customer Support

• Assist customers with accurate information on products, pricing, availability, and company policies across all sales channels.
• Provide prompt and professional support before and after purchase to ensure a seamless buying experience.
• Address customer queries, complaints, replacements, and return-related concerns effectively.

2. Sales Conversion & Customer Engagement

• Enable sales conversions by guiding customers in making informed product choices.
• Proactively reach out to customers who have dropped off during the purchase journey to understand concerns and convert them into completed orders.
• Maintain a customer-first approach to build trust and long-term relationships.

3. Warehouse & Fulfilment Coordination

• Stay closely aligned with warehouse and fulfilment teams to remain updated on product availability, stock levels, and order status.
• Coordinate and manage replacements and reshipments when required.
• Ensure invoicing and labeling are completed accurately and on time.
• Step in to take hands-on operational responsibility when team members are unavailable or require support.

4. Order Processing & Label Management

• Create shipping labels for all daily packed orders.
• Track pickups to ensure shipments are collected on time and take corrective action when delays occur.
• Generate international shipping labels and manage customer support queries on international platforms.
• Invoice creation and management as per the orders.

5. Delivery & Logistics Coordination

• Maintain close communication with delivery partners to ensure timely deliveries and pickups.
• Assist in resolving delivery-related issues, delays, or exceptions promptly.

6. Sales & Operations Reporting

• Prepare and maintain a detailed sales report every 15 days.
• Share insights and updates with internal team members.

7. Website & Inventory Management

• Regularly monitor website inventory levels.
• Immediately update product availability when items go out of stock or are replenished.
• Coordinate with internal teams to ensure accurate stock visibility across platforms.