Reference Code:  97764

Client Service and Boutique Admin Coordinator

Beverly Hills, CA, US

Permanent
  
  

Our strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen!

MAIN PURPOSE

Reporting to the IWC Boutique Manager, the Client Service and Boutique Admin Coordinator is responsible for managing the daily boutique operations along with the after-sales of the boutique. The responsibilities include managing all aspects of the day-to-day processes, including key administrative support for transactional activities, financial compliance, operations, logistics, inventory control, and effectively supports the implementation of policies and procedures. The role is responsible in ensuring an excellent after-sales customer service journey is provided at all times to guarantee customer satisfaction, retention, and a seamless process.

 

KEY RESPONSIBILITIES

 

Customer Service

 

Customer Experience Journey

  • Responsible for welcoming each after-sales client while exhibiting Maison values and exceeding client experience expectations
  • Handle all after-sales from registration to collection. Identify service needs and make appropriate recommendations
  • Coordinate with the Repair Technical Center, serving as the client’s representative during their repair journey, supporting their needs, and raising inquiries on their behalf
  • Utilize escalation matrix for after-sales requests of sensitive nature
  • Meet and/or exceed service time frames and client expectations by retrieving daily status reports and partnering with Boutique Watchmaker
  • Foster regular and proactive interactions with clients via phone, email, chat, and other mediums, ensuring timely and precise communication
  • Utilize Maison and Group service offerings, including but not limited to Watchfinder and Conversion program. Partner with Boutique team to facilitate the sale of timepieces
  • Consistently reach and aim to exceed all after-sales KPIs

 

 

Customer Service Operations

  • Execute new customer service projects or procedures within the boutique in collaboration with the Boutique Manager and the Repair Technical Center
  • Ensure proper understanding and execution of Maison and Group POS procedures to ensure transaction handling compliance
  • Oversee the inventory levels of customer service packaging and related items in collaboration with the Boutique Administrator
  • Conduct scheduled repair cycle counts set by group along with weekly boutique cycle counts
  • Guarantee prompt transfer of after-sales registrations and collaborate with the Boutique Administrator to expedite shipping processes

 

 

Boutique Operations

 

Compliance

  • Ensure proper understanding and execution of all Maison and Group policies and procedures within the boutique; champion and influence compliance amongst the boutique team
  • Support the overall success of boutique audits; partner with management to implement and execute action plans. Consistently reach and aim to exceed all KPIs

 

Inventory control

  • Conduct scheduled cycle counts set by group along with daily/weekly boutique cycle counts to ensure accurate stock counts and tagging accuracy
  • Monitor inbound shipments and communicate delivery timelines in daily briefs
  • Participate in daily set up and break down of boutique for opening/closing as needed

 

POS procedures

  • Ensure proper understanding and execution of Maison and Group POS procedures to support the sales team and ensure transaction handling compliance
  • Monitor financial aspects of boutiques sales; ensure daily transactions and proper paperwork are submitted to respective corporate teams timely and accurately
  • Support other transactional flows including but not limited to Ecommerce, Watchfinder to ensure efficient business operations and seamless client experience

 

Merchandise Transfer

  • Ensure proper movement of product in/out of boutique including but not limited to shipments, repairs, transfers, consignments, and movement throughout the boutique while maintaining quality control and preventing stock losses
  • Consistently demonstrate excellent care and proper product handling, and follow appropriate packing, shipping, and receiving procedures

 

Organization

  • Manage the boutique supply inventory including replenishment needs for sales, repairs, hospitality, as well as back of house
  • Ensure the best possible organization is implemented throughout the boutique and back of house

 

 

Other responsibilities

  • Uphold IWC standards within the boutique environment, including but not limited to maintenance, third party vendors, tools and technology, equipment
  • Act as liaison with boutique network and corporate team members
  • Assist with special projects as needed

 

QUALIFICATIONS

 

Education

  • College degree is preferred

 

Required Experience

  • 2 to 5 years of previous experience in luxury retail, service or hospitality environment
  • General knowledge of timepiece industry is required

 

Personal and Technical Skills

  • Excellent analytical, organizational, and interpersonal communication skills are required
  • Ability to project an approachable and professional image in personal appearance, manner, and demeanor
  • Ability to perform product services including but not limited to strap changes and bracelet sizing preferred
  • Skilled in resolving disputes or managing disagreements
  • Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision
  • Ability to work in a fast-paced retail store environment
  • Excellent computer skills and use of technology
  • SAP knowledge preferred
  • Additional language skills are a plus

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted. The houry rate is between $25-31. This role is eligible for commission.


Nearest Major Market: Los Angeles