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Client Experience and Logistics Coordinator

Baccarat, Inc.

Job Description

Job Description

Job Overview

This role supports end-to-end order execution and post-sale processes across Retail, E-commerce, and Wholesale channels bridging logistics execution and customer experience, ensuring operational efficiency while maintaining the standards expected in a luxury environment.. This role partners with the Logistics Manager to ensure smooth delivery operations, accurate billing, and timely resolution of claims, while also providing responsive and high-quality customer experience support. Please note that this is a hybrid position requiring three days per week in our New York City office, as well as periodic travel to our warehouse facility in Lawrenceville, NJ 2x a month.

Essential Duties and Responsibilities

  1. Customer Support (Retail, E-Commerce, Wholesale)
  • Serve as primary point of contact for order-related inquiries across all sales channels
  • Resolve customer issues related to:
    • Order status
    • Shipping and delivery
    • Returns and exchanges
  • Partner with Retail, E-Commerce and Wholesale teams to ensure consistent service experience and communication
  • Escalate high-priority or VIP issues appropriately

  1. Logistics & Operational Support
  • Support the Logistics Manager with 3PL and transportation partners
  • Process and track claims related to lost, damaged, or delayed shipments
  • Coordinate returns and reverse logistics, ensuring timely resolution and inventory visibility
  • Assist with freight and vendor billing reconciliation, ensuring accuracy and resolving discrepancies
  • Maintain documentation and tracking of logistics issues, claims, and resolutions
  • Monitor delivery performance and identify trends impacting service levels

  1. After-Sales & Service Coordination
  • Coordinate after-sales service requests (repairs, replacements, engravings, etc.)

  • Partner with retail locations to identify, coordinate, and support after-sales opportunities, ensuring seamless service and customer satisfaction
  • Liaise with external vendors and service providers to ensure quality and timely execution

  1. Process Improvement & Reporting
  • Track and report on KPIs including:
    • Case resolution time
    • Delivery issue rates
    • Customer satisfaction (CSAT)
  • Identify recurring issues and recommend process improvements
  • Document and maintain SOPs for customer operations and logistics workflows

Competencies

  • Strong understanding of order-to-delivery processes
  • Excellent communication and customer service skills
  • High attention to detail with strong problem-solving ability
  • Ability to manage multiple priorities in a fast-paced environment
  • Proactive, solutions-oriented mindset
  • Comfortable working cross-functionally (Logistics, Retail, E-Com, Planning)

Qualifications

  • 3–5 years of experience in customer service, after-sales, or logistics coordination
  • Experience supporting retail, wholesale, or e-commerce operations preferred
  • Proficiency in Microsoft Excel and customer service platforms (e.g., Gorgias or similar)
  • Bachelor’s degree in Business, Supply Chain, or related field preferred

Vacancy posted a month ago
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