Temporary Customer Service Coordinator

At Richemont Americas, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Temporary Customer Service Coordinator

Montblanc | Grand Prairie, Texas

Reports to: Customer Service Supervisor

Role Overview

The Temporary Customer Service Coordinator assists in the operational control of all repairs in the Retail Network as well as repairs at Subcontractors. This person assists in the overseeing the Administration and Technical tasks for Montblanc, with the primary objective being to deliver outstanding customer experiences through the management and respect of the Brand Policies, Repair Leadtime Objectives and Customer Service Operating Procedures. The Customer Service Coordinator participates in the training of the Retail Teams with the purpose of stabilization and sustainability of operational performance, customer satisfaction and SAP / Brand Policies knowledge.

Responsibilities

CS Operational Performance:

• Oversee the WIP management for the Retail Network and address any delayed repairs for the Americas network.
• Manage the incoming emails and provide feedback & assistance same day to all boutiques and vendors as needed.
• Answer 100% of calls related to SAP/Booster etc related questions same day.
• Weekly monitor spare parts shipments and delays for Boutique repairs.
• Provide bimonthly replenishment for fast movers based on total use as provided by the vendor.
• Perform monthly repair inventories of all boutique repairs.

Training And Support

• Ensure right application of Maisons Policies & All SAP tools ( Dare, SAP, MyPos, Booster, SMO).
• Provide Support to all Retail Boutiques and external vendors whenever assistance is requested with Customer Service policy, processes, flows, tools, parts availability, and procedures.

Customer Satisfaction

• Assist Retail Network by providing support with concerns, questions etc
• Assist our subcontractors and Brand Ambassadors with any questions related to repairs and parts.
• Ensure that communication and follow up on issues is provided in a timely, consistent, and professional manner

SAP Expert

• Maintain full knowledge of all SAP processes related to repairs, both in DARE and ERP.
• Provide support in fixing all errors occurring in the SAP repair flow.
• Coordinate with Customer Service Supervisor to ensure SAP issues are known and addressed in a timely manner.

Qualifications

• Bachelor's degree – preferred
• Spanish language proficiency a plus
• SAP, BW experience required
• Must have knowledge of Excel, PowerPoint
• Experience in luxury service and/or production required
• Experience working with Retail/Wholesale Partners required
• Understand the relationships between operational effectiveness, and customer satisfaction
• Strong analytical skills
• Process oriented, Multitasker
• Exceptional interpersonal skills. Outstanding verbal and written communication skills.
• Ability to work independently with no direct supervision.

WE OFFER

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future

Salary will be determined based on relevant skills and experience.