Customer Service Advisor - Madison Ave

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.

Customer Service Advisor

A. Lange & Söhne | New York, NY

JOB PROFILE CUSTOMER SERVICE ADVISOR

ABOUT A. LANGE & SÖHNE

Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector. Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition. What we expect from our watches, we expect from us: Never stand still.

PURPOSE

As an Ambassador of A. Lange & Söhne, Customer Service Advisor delivers an exceptional, personalized client experience at multiple touchpoints. They enhance client experience at the start of client journey by serving as a first point of contact for the brand website client inquiries via phone and email. As a part of Customer Service operations, they provide clients with technical explanations and service advice pertaining to client timepieces, contributing to prolonged relationships between clients and Maison. They work closely with Watchmakers and are responsible for daily operations and administration of the watchmaker workshop within the Lange Flagship Boutique in New York City. Reporting to Retail Operations Manager, they belong to a highly collaborative Lange Retail Community that delivers exceptional client experience via strategic approaches.

KEY RESPONSIBILITIES

1. CLIENT RELATIONS COORDINATION (PRE-SALES and AFTER-SALES)

The first point of contact for both alange-soehne.com and brand toll-free number

• Answer inbound calls, email and web inquiries in a timely manner.  
• Redistribute client inquiries to a relevant boutique or retail team.
• Ensure every client communication loop is closed, monitoring open cases until resolution.

2. CUSTOMER SERVICE OPERATIONS

Lead operations & administration of a customer service workshop at Flagship Boutique

• Handle customer service correspondences with external boutiques and end clients who send in services directly to Customer Service workshop.
• Collaborate with in-store watchmakers to support their daily operational needs.
• Monitor the flow of the time lead of repairs in the steps in SAP according to Richemont and Lange guidelines.
• Monitor spare parts inventory and enforce Richemont audit controls.
• Ensure shipments are received and dispatched per Brand schedules.
• Organize and pack all service/repair shipments in and out of the workshop.
• Adhere to Group and brand policies in handling customer service/repair merchandise.
• Maintain daily SAP updates between watchmakers and services.
• Provide weekly reports for business analysis to various personnel.
• Maintain front and back of Boutique workshop to Brand standards.

3. CLIENT DATA CAPTURE AND MANAGEMENT

• Consistently and accurately capture and record client information at every interaction (through customer service operations and inquiries through brand website, emails and calls) while safeguarding privacy.
• Utilize brand/Group CRM, Customer Service systems to create profiles, capture client data, service cases, information and preferences.
• Leverage client data and knowledge to create valuable reports and feedback for the Retail community, and to ensure clients do not need to repeat their information.

4. CLIENT EXPERIENCE MANAGEMENT

• Anchor daily client-facing operations by the brand strategy, guidelines and performance metrics. Service clients profitably.
• Execute consistent client experiences across pre-sales, post-sales, customer service journeys and touchpoints.
  • Demonstrate the brand tone of voice both verbal and written.
  • Adapt engagement to each client individually.
  • Pay special attention to VIPs, personalizing communication based on their profiles. 
• Build relationships with clients, acting as a trusted advisor and point of contact. 
  • Offer personalized packages of service, support, technical explanation and advice.
  • Ensure daily client outreach (outbound calls) to cultivate client relationships.
• Resolve client challenges with the highest professionalism. Display strong interpersonal skills.
  • Anticipate and proactively manage potential Customer Service lead time issues.
  • Handle client complaints and issues needing escalation with care, reporting to Retail Director promptly.
• Partner with Retail Director on client cases with sales potential. Create a daily/weekly/monthly follow-up and effectively pass on client cases to boutique teams.
• Utilize mystery shopping, Client Experience Barometer and other client and customer service metrics to identify strengths, weaknesses and continuously improve operations.

5. BRAND AMBASSADORSHIP

• Act as a Brand Ambassador. Build brand awareness, desirability and equity with prospects, customers and other stakeholders.
• Continuously learn about products, brand, services and competition
• Actively participate in the brand trainings, self-learning and compliance modules.
• Understand and comply with brand security, operational policies, guidelines and procedures.

6. MISC.

• Foster a positive atmosphere within the Lange Retail community. Be optimistic, constructive, helpful, and confident.
• Contribute to projects as needed, supporting internal and external Boutique networks.

Required Experience: 2+ years in a contact center/customer service environment, hospitality, retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.

Technical Skills/Abilities:

• 3+ years of prior work experience in fine watchmaking related field.
• Bachelor’s degree
• Must display a high level of maturity, poise, sound business judgment /understanding the needs and how to prioritize each client’s needs.
• Ability to quickly absorb extensive information on our brands’ history, product offerings, and communications/PR.
• Being able to prioritize case management within different running systems.
• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
• Proficiency with Microsoft Office, possess expertise in Excel.
• Able to lift up to 40lbs. 

• Additional preferred abilities include:
  • SAP knowledge
  • Comfort with virtual and video-based client interactions and sales.
  • Cultural intelligence and second language

Personal Skills:

• Possess ‘can do’ attitude and understanding for Luxury client experience.
• Excellent verbal and written communication skills – warm, respectful and to-the-point
• Client-focused 
  • A passion to assist, whether with clients, internal partners, developing teams 
  • Developing, promoting, and communicating empathy for clients and partners
  • Ability to handle highly sensitive clients and situations while staying solution oriented.
  • Strong understanding of formal and informal etiquette and manners 

• • Organized and efficient for day-to-day operations 
  • Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player with ability to communicate with Radical Candor.

Availability and flexibility to work to the changing of Boutique schedule.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer – United States

We care about our associates’ 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!

Expected Salary Range: $30.00 - $38.50/hourly

Salary will be negotiated based on relevant skills and experience.