Commerce & Support Generalist

Key Responsibilities:

Catalogue Management

Create, update, and maintain product listings across Shopify and similar e-commerce platforms.

Ensure accurate product titles, descriptions, images, specifications, pricing, and attributes (including backend keywords and parent-child variations).

Manage new product launches, catalogue updates, and categorization compliance as per platform guidelines.

Optimize listings for discoverability, content hygiene, and conversion to improve visibility.

Reporting & Analysis

Prepare daily, weekly, and monthly MIS reports.

Track key operational KPIs, including order fulfilment, inventory, returns, and delivery performance.

Identify opportunities to improve operational efficiency and customer experience.

Customer Experience & Support

Manage incoming leads from online platforms, social media, and company website, ensuring timely follow-ups and conversions.

Handle customer inquiries through chat, email, calls, and WhatsApp with a consultative sales approach.

Understand customer requirements and provide personalized jewelry recommendations.

Share product details, pricing, and offers with potential clients, ensuring complete clarity.

Work closely with the marketing team to provide insights on customer preferences and lead quality.

Achieve and exceed monthly/quarterly sales conversion targets.

Assist with after-sales support, including order tracking, payment coordination, and addressing customer concerns.

Stay updated with jewelry trends, collections, and industry insights to pitch effectively.

Ensure exceptional customer service standards across all stores, resolving escalated concerns and improving satisfaction metrics.

Drive loyalty programs and repeat customer engagement initiatives.

Manage all customer experience and support on social media channels and CRM.

Requirements

Bachelor’s degree in commerce, Business Administration, Supply Chain, or a related field.

3–5 years of experience in E-commerce Catalogue Management, E-commerce Operations, and Order Fulfilment.

Hands-on experience with Shopify & Order Management System (OMS).

Strong knowledge of inventory management and order lifecycle.

Proficiency in Microsoft Excel and MS Office.

Excellent communication, coordination, and problem-solving skills.

Ability to work in a fast-paced environment with strong attention to detail.