Customer Service Specialist

Swatch Group is the world’s number one manufacturer of finished watches. With its 16 watch brands, the Group is present in all price segments and is also active in the manufacture and sale of jewelry, watch movements, and components. The Group’s brands include Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak. The Group also operates boutique retail under the names Tourbillon and Hour Passion and engages in advanced nanomechanical, nanoelectronic and Bluetooth technologies. Job Description Swatch Group (U.S.) Inc. is looking for a self‑motivated and energetic individual with a passion for providing excellent Customer Service and support to our various watch brands such as Omega, Tissot, Longines, Hamilton, and Swatch. This is not a traditional high‑volume call center environment. The position varies and involves working with clients, sales representatives and end‑consumers. Duties and Responsibilities Answer all customer inquiries, including general information and pricing on the products. Use product knowledge and selection to provide exceptional service and build customer relationships. Provide support to our brands and resellers. Utilize company resources for product knowledge and proactive approach to constant refreshing of latest product offerings. Respond timely to email inquiries and facilitate departmental deadlines and goals. Assist customers by answering phone calls, placing product orders and providing shipping status. Research and respond to customer inquiries in person, phone and e‑mail. Review and update customer records on computerized database, SAP system. Resolve problems through partnerships with appropriate parties/department heads. Research timepieces and parts in the SAP. Assure the highest level of customer satisfaction including timely and adequate follow‑up process. Perform due diligence on customer inquiries through oral and written communication. Assist in providing initial training to new agents as and when required. All other duties assigned by Management. Requirements High School Diploma or GED is required. Excellent communication skills, both verbal and written. Proficiency in Microsoft Office. Previous experience or knowledge of SAP system is a plus. Ability to multi‑task and work under pressure while maintaining a high level of accuracy and organization. Highly organized with superior follow‑up skills. Flexibility to work additional hours during peak season. Dependable and reliable team player. Ability to work well in a fast‑paced environment. Ability to learn new tasks as needed for upward growth (team and individual). Physical Requirements This is primarily a sedentary office position. The Customer Service Specialist must be able to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary. Benefits Program The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability. Health, dental and vision insurance (employee and dependents eligible 1st of the month following 30 days; generous employer contribution). Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution). Company paid life insurance and long‑term disability. 18 days of PTO per year. Special bucket of sick time per year, extended paid time for medical, parental and military leave. Holiday pay. Voluntary FSA, STD, accident/hospital indemnity insurance. Employee product discount. Job Location 800 Waterford Way, 33126 Miami FL, United States (Florida) Company Address The Swatch Group (U.S.) Inc., 800 Waterford Way Suite 1000 Miami, FL 33126 USA #J-18808-Ljbffr