Customer Service Representative

JOB DESCRIPTION Job Role: Customer Support Executive Job Location: Greater Noida, Kansa Industrial Area Gautam Buddha Nagar 1. Shopify Order Processing with Uniware – Daily order processing through Uniware, including order syncing, label generation, and dispatch coordination. – Reporting and coordination for any stock or system-related discrepancies. – Communicating the same to (Store Incharge) in the presence of HOD. 2. Customer Support – Handling all customer queries across WhatsApp, email, and inbound/outbound calls. – Ensuring quick resolutions, follow-ups, and maintaining customer satisfaction with timely communication. 3. Purchase Coordination from Agkem – Managing procurement through the provided price list. – Completing PO creation, GRN entry, and put away process accurately in the system. 4. Lead Management – Following up on running leads and nurturing them into conversions. – Generating new leads and contributing to sales pipeline growth. 5. Reorder Calling to Existing Buyers – Daily follow-up calls to previous customers for reorders and product updates. 6. Zoho Calling Sheet Work – Completing the assigned leads given by BDM. – Updating status and call outcomes on Zoho sheets. 7. Uniware Support Connectivity – Coordinating with Uniware support team in case of any issues regarding order processing, sync, or stock mismatch. 8. Ship rocket Portal Management – Handling NDRs, manifests, weight disputes, refund requests, and full order management activities. – Coordinating resolution of discrepancies and ensuring timely dispatches. 9. Ad Hoc Corrections on Instruction – Performing Shopify or Uniware corrections as per instructions received from HOD. 10. Strong Customer Support (Core Responsibility) – Maintaining top-tier customer engagement across WhatsApp, email, and calls. – Working under the supervision of Shubh Sir to ensure high-quality support and resolution. 11. Lead Collaboration and Strategic Input – Regular discussion with assigned leads, field sales managers, and customers to ensure timely lead closures. – Continuously working with sales managers to track and manage progress of leads. – Generating and updating new leads into the Zoho lead sheet in the presence of HODs. – Identifying big opportunities or key business leads and forwarding them directly to HODs for further strategic handling. 12. Draft Orders and Payment Coordination – Creating draft orders on Shopify and coordinating with customers for timely payment. – Submitting collected payment details (including Payment ID) to the Accounts team. – Maintaining accurate records of all draft order transactions. – Sharing a consolidated report every 15 days with the Accounts team and Shubh Sir for review.