- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 3, 2026
About Saks Global
Saks Global is a leading multi‑brand luxury retailer operating Saks Fifth Avenue, Saks OFF 5TH and other luxury retail and e‑commerce experiences. The organization leverages extensive customer data, dedicated merchandising and digital capabilities, and strategic brand partnerships to deliver a highly curated luxury shopping experience across physical and digital channels.
The Post-Sales Support Analyst reports to the Customer Support Manager and resolves customer issues across multiple operational queues, partnering with Sales, Operations, Logistics, and other teams. The role contributes to case-quality and process-improvement initiatives and is full-time.
Role & Responsibilities
- Resolve complex customer issues end to end with thorough, personalized responses.
- Proactively monitor and resolve older or pending cases to reduce customer dissatisfaction and backlog.
- Research customer accounts and order histories in internal systems, using customer value and sentiment to guide decisions.
- Manage multiple operational queues, including email support, order cancellations, international shipments, and shipping escalations.
- Coordinate with Sales, Operations, Logistics, and other internal stakeholders to provide case updates and align on solutions.
- Identify emerging issue patterns, sensitive cases, and system anomalies, escalating them appropriately to senior leadership.
- Maintain queue hygiene and adhere to quality, productivity, and service level agreement (SLA) standards.
- Participate in daily team standups and weekly reviews covering performance metrics, case quality, and operational goals.
- Contribute to process improvement initiatives, standard operating procedures, and innovative case-resolution strategies.
- Complete other assigned support tasks and special projects.
Qualifications
- 2–3 years of experience in customer service, sales support, post-sales operations, or a related back-office function within retail, e-commerce, or logistics.
- Strong written and oral communication skills, including the ability to explain case context clearly to customers and internal stakeholders.
- Proven queue management expertise, with hands-on experience navigating multi-channel ticketing systems and operational databases.
- Strong analytical, investigative, and problem-solving skills, with sound judgment in high-touch customer scenarios.
- Ability to manage multiple priorities simultaneously with close attention to detail and deadlines.
- Proactive self-starter with a collaborative, team-oriented mindset and openness to continuous feedback.
- Sense of urgency, flexibility, and strong multitasking skills in a fast-paced support environment.
Skills
Experience
2–3 years in customer service, sales support, post-sales operations, or a related back-office function within retail, e-commerce, or logistics.
Workplace
The successful candidate will be located in Bengaluru, Karnataka, India.
Explore jobs in India.
Benefits
Comprehensive benefits package for eligible full-time employees; career advancement opportunities across retail, distribution, digital, and corporate functions.
Culture
Saks Global fosters a fast‑paced, customer‑centric culture rooted in luxury merchandising and digital innovation. Teams are collaborative and data‑informed, offering exposure to cross‑functional career paths across retail, distribution and e‑commerce.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Saks Global, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Support Analyst», «Customer Service Analyst», «Post-Sales Operations Analyst», «Customer Care Analyst», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.