.
Reference Code:  76486

Customer Service Administrative Supervisor

Richemont

Fort Worth, TX, US

Permanent
  
  

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

At Richemont North America, 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.

 

At Richemont North America, 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 Administrative Supervisor – Fort Worth

 

 

Role Overview

 

  • The Supervisor is ultimately responsible for delivering an exceptional service experience to every internal and external client for after-sales services.
  • The Supervisor will oversee daily operations of the department/area for which he/she is assigned, including direct and indirect management of his/her team members in his/her department.  This individual is responsible to ensure that the operations are processed in a timely and efficient manner, in close collaboration with other departments.  
  • This Supervisor will work closely with all peers at the RTC but also in close relation with the Client Support Center responsible for the inquiries related to client requests, needs, and issues. 

 

PRIMARY DUTIES & KEY RESPONSIBILITIES

 

Customer Satisfaction

 

  • Ensure appropriate scheduling / prioritization of the repairs along the flow in the department/area according to the commitments provided to customers.
  • Work collaboratively with the Client Support Center to address any  client issues.
  • Apply defined guidelines for escalation process to accommodate client issues such as long delays, multiple comebacks when appropriate.
 

CS Operations Management

 

  • Meet Quantitative and Qualitative Objectives: ( Lead time, Repair Quality, Productivity, Data Quality, Cstomer Service Level)
  • Ensure adherence of team and self to established SOP’s related to all  processes under your responsibility.
  • Ensure adherence to FIFO logic related to work organization.
  • Responsible to monitor and drive operational performance in terms of in-task-lead times and/or other productivity measurements in the department or area of responsibility.
  • When operational performance falls below established objectives, determine root causes through proper analysis and create/implement solutions to address issues.  When root cause(s) fall outside of immediate area of responsibility, work collaboratively with peers/management on solutions.
  • Responsible to define and implement reliable and efficient processes and productivity and data quality goals and measurements.

 

Team Management/Development

 

  • Responsible for time sheet approval, time off approvals, staff scheduling, and attendance tracking and addressing any associated attendance issues for direct reports.  Provide feedback for same to peers for indirect reports, if applicable.
  • Monitor the productivity and quality of work being performed by the team and drive employee/team accountability.
  • Escalate performance and/or behavior issues to Management/HR.
  • Perform bi-annual performance management process reviews along with any individual performance improvement and development plans.
  • Provide feedback to Manager on talent management and succession planning.
  • Provide timely feedback to employees/team to recognize positive contributions to customer xperience, quality, and productivity as well as for opportunities for improvement.
  • Lead by sharing and demonstrating through your behavior the company policies and procedures in a positive manner.
  • Maintain healthy working relationship with team members, understand individual motivators and assist with providing guidance for areas of improvement.
  • Encourage staff development by identifying training/development needs and providing strong oaching and mentoring customized to each direct report.
  • Cross-train the team to increase knowledge to support the growth of versatility and knowledge base of the department.
  • Participate in the team recruitment process (if applicable).

 

Qualifications

 

Education:       

  • Bachelor’s degree in engineering or business related field is a plus

 

Required Experience:   

  • 3-5 years of team management experience, especially in the field of after-sales service/ customer service in similar size organization, with a proven ability to develop and mentor staff

 

Technical Skills / Abilities:         

  • Ability to analyze data in a logical sequence with a focus on root cause analysis
  • Agility to change focus quickly
  • SAP experience is preferred (in particular CS,MM,SD, modules)
  • Competent in Microsoft Office applications, especially Excel Organization and
  • processes: Lean management, 5S preferred
  • Horology Functional Knowledge strongly preferred 

 

Personal Skills: 

  • Client and solution oriented.
  • Good organizational, communications, and interpersonal relations skills required.
  • Capacity to handle multiple stakeholders, situations, and processes with objectivity and emotional maturity. 

 

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

 

 

LEARN MORE ABOUT LIFE AT RICHEMONT AND OUR MAISONS BELOW


Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas