Customer Sales Exectuive

Saundh; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Saundh is seeking a Customer Sales Executive in Mumbai to deliver premium service across retail stores and e-commerce channels. You will leverage product knowledge to guide customers, resolve queries, and drive sales, while coordinating with logistics and CRM teams.

The role requires excellent communication, strong system skills, and the ability to manage high-volume interactions with a luxury mindset. Weekend and peak period availability is expected.

Qualifications

• Proven experience in customer service or sales, ideally in luxury fashion or premium retail.
• Excellent communication skills with a refined, customer-centric approach.
• Strong system knowledge across CRM, POS, ERP, and e-commerce platforms.

Responsibilities

• Deliver premium customer support across retail stores and e-commerce channels.
• Provide product knowledge, styling advice, and cross-sell/up-sell opportunities.
• Manage and resolve queries on orders, payments, returns, exchanges, and delivery.

Skills

Customer service

Sales

Luxury fashion

System knowledge

Multitasking

Flexibility

Tools

CRM

POS

ERP

Job description

We are seeking a highly motivated Customer Sales Executive with excellent product knowledge, strong system skills, and a passion for luxury fashion. The ideal candidate will handle both retail and e-commerce customer interactions, resolve queries efficiently, recover abandoned carts through proactive outreach, and contribute to overall business growth. This role requires a blend of premium customer service, sales acumen, and technical proficiency across retail and e-commerce systems.

Key Responsibilities

• Deliver exceptional customer support across retail stores and e-commerce channels, ensuring a premium luxury experience.
• Provide expert product knowledge, including craftsmanship, materials, sizing, and brand heritage.
• Support customers with styling advice, product recommendations, cross-selling, and up-selling opportunities.

Query Management

• Manage and resolve customer queries regarding product details, orders, payments, returns, exchanges, and delivery concerns.
• Work closely with internal teams—logistics, warehouse, retail, CRM, and e-commerce operations—to resolve escalations promptly.
• Maintain accurate and timely documentation of interactions within system tools.
• Contact customers with abandoned carts through phone, email, WhatsApp, or chat to encourage purchase completion.
• Identify customer needs during outreach and offer suitable alternatives or styling options.
• Track outreach performance and conversion metrics using internal systems.

Retail & E-commerce System Support

• Demonstrate strong system knowledge, including CRM, POS, ERP, and e-commerce order management platforms.
• Manage online orders—confirmations, follow-ups, cancellations, and special requests—using system tools efficiently.
• Stay updated on inventory, promotions, and new collections through system dashboards and internal tools.

Business Growth & Insights

• Analyze customer patterns and feedback to suggest improvements in service, merchandising, and product offerings.
• Identify opportunities to enhance customer satisfaction and drive both retail and online sales.
• Assist the team in achieving monthly and quarterly sales targets across all channels.

Delivery Success, NDR & RTO Management:

• Proactively track Non-Delivery Reports (NDRs) and coordinate with customers and logistics partners to facilitate successful deliveries.
• Follow up on delayed, unsuccessful, and reattempted deliveries to minimize Return to Origin (RTO).
• Validate delivery-related concerns, including incorrect addresses, unreachable customers, and delivery preferences.
• Maintain daily tracking of NDR resolution, delivery success rates, and RTO trends.
• Coordinate with logistics and warehouse teams to resolve recurring delivery issues and improve customer satisfaction.

Qualifications & Skills

• Proven experience in customer service or sales, ideally within luxury fashion or premium retail.
• Excellent communication skills with a refined, customer-centric approach.
• Strong system knowledge across CRM, POS, ERP, and e-commerce platforms.
• Skilled in multitasking, handling high-volume interactions, and maintaining attention to detail.
• Passion for luxury fashion, trends, styling, and brand storytelling.
• Ability to work flexible schedules during weekends, holidays, and peak retail periods.

Personal Attributes

• Warm, polished, and service-oriented demeanour.
• Proactive, organized, and adaptable with a growth mindset.
• Target-driven and committed to continuous improvement.
• Strong ownership of customer issues, with a focus on timely resolution and closure.
• Consistent in follow-ups, reporting, and meeting defined performance targets.