Customer Service Administration Manager
CDMX, MEX, MX
MAIN PURPOSE
The Customer Service Administration Manager is responsible of the RCS repair follow up, from Registration up to Repair Closing and delivery to Channels (Dealer and Retail BTQ’s), for all 9 Richemont Maisons operating in Mexico.
Responsible for the repair follow up, invoicing for the brands in Mexico (9 luxury brands).
Direct responsibility over the service level given to the customers (metric available at Artisan SAP Analytics Cloud)
The Customer Service Manager is responsible for several Operations & Project Management of the Customer Service activity in the Mexican platform.
The scope of responsibilities extends to all the Group’s Maisons that have delegated their Customer Service to this local shared service function, KPI’s and Service Level given to Internal and External Customers.
KEY RESPONSIBILITIES
Key responsibility 1 Repair workflow
• Ensure the administrative processing of repairs (registration, estimate, invoice, etc.) in accordance with the client satisfaction goals (quality, turnaround, and price) and the Brand policy.
• Assure the entry of data on the dedicated Repair Tracking Tool according to specific business rules.
• Ensure the communication with customer, dealers, internal boutiques related to status of repairs, invoice.
• Manage customer complains from Dealers and Retail.
• Communicate technical information provided by workshop to the customer and brands concerning repairs.
• Coordinate the shipment of repairs to the dealers and internal boutiques as stated in the weekly schedule.
• Realize periodic repairs inventories according to repairs status at the Platform.
• Follow up on the key performance indicators established to measure productivity and efficient registration of repairs.
• Communicate on time and properly with the team, to facilitate operation and implementation of improvement actions at RCS team.
Key responsibility 2 RCS Special Projects
• Proactive participation as Leader in RCS defined or assigned projects, related to: RCS operation improvement, Maison performance.
• Participation in projects as leading roll, project evaluation, use / application of Management tools, related to RCS & Maison operation performance.
• Manage and promote Team Leadership to perform selected tasks and completion dates
Key responsibility 3 Team Coaching and Management
• Lead, support and motivate team members in the delivery of quality service to the customer.
• Control and promote the professional growth of team members.
• Develop the efficiency of team’s work relationships with dealers.
• Define and communicate objectives of all team members, clearly establishing priorities.
• Assess training needs for his/her team and plan their career evolution.
The preceding Key Responsibilities statements are intended to describe the general nature and level of work performed by the people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel assigned to this position.
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