Customer Service Coordinator

Customer Service Coordinator

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

Role Overview

The Customer Service Coordinator is a key contributor to the after-sales service customer experience, primarily focusing on administrative and production tasks within the customer service framework. This role involves supporting administrative functions across all brands, ensuring outstanding customer experiences through diligent management and adherence to Brand Policies and Repair Leadtime objectives. Additionally, the specialist provides essential support for the SAP Gemini CS module, including problem determination, issue resolution, documentation, testing, and knowledge transfer, while actively participating in quality assurance, productivity enhancement, and project management initiatives.

Key Responsibilities:

1. Administrative & Operational Support (approx. 80%):

• Perform administrative and production tasks within the customer service processes framework for after-sales services across multiple departments.
• Support the administrative tasks for all brands, with the primary objective being to deliver outstanding customer experiences through the management and respect of Brand Policies and Repair Leadtime.
• Cross-train to perform administrative tasks in multiple departments, including but not limited to Cost Estimate Center, Final Control, Receiving/Unpacking/Shipping, and Accessories.

Support with processing repair, finished goods, and spare parts inventories via counting and systematic data entry.

• Assist other cross-functional departments with projects or tasks based on business needs, demonstrating flexibility.

2. SAP & System Key User Support:

• Support key users/testers in problem determination and issue resolution relating to the SAP Gemini CS module.
• Manage opened tickets, determining root cause or resolution for SAP Gemini CS issues.
• Develop and maintain SAP Gemini CS technical and user training materials and documentation.
• Serve as the primary contact for planning and coordination of SAP CS module testing and knowledge transfer in the Richemont Technical Center (RTC).
• Regularly participate in SAP release testing and/or be recognized as an SAP key user.
• Be recognized as the Key user for our AdminHUB, ABBY, Centiro, Wise, and CRM.

3. Quality, Performance & Project Management:

• Support the team with audits performed for quality measures as defined by Supervisor/Manager.
• Meet or exceed established quality and productivity objectives.
• Escalate issues that concern missing product to direct supervisor upon discovery.
• Successfully manage 2-3 small projects per year based on business needs as defined by Supervisor/Manager.

Qualifications:

Skills:

• Strong administrative and organizational skills with meticulous attention to detail.
• Proven ability to manage multiple tasks and priorities effectively in a dynamic environment.
• Excellent communication skills for effective collaboration and issue escalation.
• Analytical and problem-solving capabilities, particularly in a technical support context.
• Aptitude for quickly learning and mastering various software systems.
• High degree of flexibility and adaptability to support diverse business needs.

Experience:

• Demonstrated experience in an administrative or operational support role, ideally within after-sales service or a customer-centric environment.
• Practical experience with SAP, specifically the CS module, including problem determination, testing, and documentation.
• Familiarity with Brand Policies and customer service operating procedures.

EXPECTED SALARY RANGE: Salary will be negotiated based on relevant skills and experience.

WE OFFER

We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future

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