Istanbul, Istanbul, Türkiye
After Sales Client Service Specialist at Cartier with extensive experience in the luxury sector (Louis Vuitton, Chanel, Harry Winston). I specialize in technical service coordination, product personalization and high standard client relations. Dedicated to upholding the values of precision, craftsmanship and premium service in every aspect of the post purchase journey.
Execution of personalisation services including hot stamping on leather goods and packaging; mechanical engraving on watch cases, perfume bottles, bracelets and rings. Application of cleaning and finishing procedures using steam and ultrasonic machines, soft polishing tools and techniques to preserve product aesthetics. Visual and functional inspection of client products upon reception. Technical pre-assessment of items to determine necessary interventions (polishing, battery change, overhaul, etc.). Launch and monitoring of repair, exchange or maintenance processes based on product category (watch, jewellery, eyewear, LG). Continuous coordination with internal watchmakers, external service centers, and logistics departments. Customer communication throughout the service journey, including case updates, approvals, delays, and delivery scheduling. Accurate preparation and follow-up of all service-related documentation, intake forms, invoices, and shipping records. Strap sizing, clasp adjustment, calendar setting and time calibration provided at product handover. Strict adherence to specific client requests (e.g., no polishing, water resistance testing, limited intervention). Customer feedback collection and system entry for quality tracking and case documentation. Stock management and tracking of after sales inventory, including parts and client-owned items in service. Coordination of regular transfers of serviced items between boutique, regional service centers, and HQ when applicable. Execution of monthly physical count and system reconciliation of after sales and CS-dedicated stock. Monitoring and reordering of spare parts and packaging materials in collaboration with supply teams. Handling of exceptional cases with empathy, transparency, and client-oriented problem-solving. Consistent application of Cartier standards and values through every client interaction.
• Maintain secure and effective control of company assets (Overseeing daily/weekly stock audit, monthly stock audit of high jewellery pieces and luxury timepieces - around 1,000 pieces) • Remain compliant with all legal requirements of international imports and exports (Customs, import/export processes, tax & duty records, procedure management) • Facilitate the logistical movement of all products (Coordination with internal security, responsibility for maintaining processes & procedures, dealing with external security transit companies, exports/imports all over the world, CITES licences)
• Giving the client the best luxurious service, building a close relationship with them and giving them a whole look by advising them with different items from different categories. • Handling Men's Ready to Wear category from the order, to the back of house arranging, until it reaches to the sale. • Introducing the new collections of Men Ready to Wear to the team and giving them group trainings on each item. • Working as part of the Shoes, Leather Goods and Accessories team and enhancing the business in these departments. • Handling monthly stock count for Mens Ready to Wear and LG category. • Handling the after sales service in order for the client to be satisfied with the best service. • Data entry and clienteling.
- Assist in receiving, supplying and managing stock inventories. - Check and verify stocks received as against vendor bills. - Handle stock inventories in back of house setting. - Maintain and manage stock records and statements. - Handle and manage stock of products in an organized manner. - Prepare requisition orders for the incoming stock. - Prepare stock utilization reports. - Enter the stock reports and statements in a database. - Control of stock operations regarding all inventory and over 15.000 products. - Control of stock movements, outdated reservations, new, ordered and oncoming products. - Manage and execute all product shipping & receiving procedures, inter-store transfers. - Organise monthly cycle inventories and fiscal store inventories. - Scheduling 20+ associates for every monthly cycle inventories. - Responsible for defective & damaged product process. - Organise stock rooms. (Initiate new ideas and changes to facilitate back of house efficiency). - Responding on daily enquiries from Head office, stores and warehouses. - Effective communication with sales team and upward communication with senior management team to ensure maximize product offer for the store. - Cooperate with each category manager, accounting and financial controller and third party companies employed by the group, including freight forwarders, couriers to ensure full operational support. - Reporting to Sales managers, Store Manager and Financial Controller. - Responsible for ordering and replenishment of packaging. - Timely completion of out&overstocking organization. - Professional computer skills on Microsoft Office Excel, Powerpoint and stock management softwares.
- Manage all after-sales operations. - Responsible for in-store repairs. - Training and supervising the sales team who intake the repairs in all product categories. - Effective communication with repair center, the supply chain to order needed spare parts and the Quality Department. - Deal with customer complaints in line with Louis Vuitton after-sales policy. - Operating Repair management software system. - Providing technical advice to quality department to solve production quality problems. - Inspecting products and materials such as accessories parts or components, shoes, leather bags, canvas bags etc. and overall condition to make judgement on acceptance and rejection of ordinary quality cases and report to Quality Department and Store Manager. -Hot stamp service expertise.