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Reference Code:  60346

Customer Service Administrator

Richemont

Riyadh, 01, SA

Fixed Term
  
  

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.

MAIN PURPOSE

Cover customer service, administrative and logistical tasks to organize intervention flow with servicing points for the KSA network and be the link to the CS management in Dubai.


KEY RESPONSIBILITIES

 

1 / Administration
▪ Is familiar with the complete workflow of the dedicated ERP system (IRIS) and carries out the various functions required for this management system
▪ Fulfills his /her determined tasks within the repair flow as link between BTQ CS associates and technicians (for local & group subcontracted repairs)
o Repair reception
o Repair registration checking + completion
o Estimation printing, transferring to Cartier BTQ CS associates and following-up
o Approval waiting + completing with additionally requested points
o Transfer to repair status
o Following-up repair progression, keeping track of timeline, with objectives promised to customer and set down by management or SLA
o Checking intervention done to match foreseen request
o Verifying the used spare parts and separating them as per procedure
o Invoicing
o Preparing transfer of products back to BTQ CS associates, with appropriate proactive information
o Obtaining subcontractor invoices for checking and approval purposes, then transmission to finance
o Follow up payments
o Manage all estimates and invoicing the same day
▪ Contacts and communicates with BTQ colleagues, with subcontractors, with brands contacts locally and abroad
▪ Creates some needful documents for shipments of repairs to be done in the network Other local boutique workshops
o Subcontractors: jewelry + LLPE
o Dubai platform
and guarantees the proper follow up.
▪ Follows up all work in progress with Daily portfolio + weekly portfolio
▪ Follows up stock intervention, understands the needs, integrates in priority scheme, reports potential improvements to contain volumes

 


2 / Logistics – Spare parts
▪ Effectively uses the stock and stock management dedicated tool: NSI and EDI, including SAVNSI and the
▪ brand’s Ipass
▪ Is familiar with the ERP system (IRIS), and carries out the various functions required for this management system
o Tracking spare parts, by their bill of material, to find reference and price
o Reservation of parts for RO or ordering
▪ Supplier (DXB)
▪ BTQ Main stock (partial: mvt bank, crowns, links,…)
o Follow up of order placement (confirmation, timeline tracking, arrival date, reminder)
o Guarantee reception and distribution for RO
o Follow up statuses linked to parts for RO
o Regular information of any modification of promises to update RO and inform proactively with
o objectives promised to customer and set down by management or SLA
o Follow up of kit boxes and management as per procedure (weekly in Riyadh, monthly in Jeddah)
o Follow up defective and used spare parts classification and re-cycling procedure, including CQ spare
o parts return and precious metal with finance collaboration
o Yearly inventory of spare parts of all KSA location with instruction of RCS logistics supervisor of Dubai Platform


3/ Environment
▪ Collects, centralizes and files documents like estimates, repair forms and invoices relevant to every repair, ensuring prompt retrieval for operational and auditing purpose
▪ Guarantees quality of his complete environment (5S) in maintaining cleanliness on his desk and in the locations under his responsibility.

 

4 / Boutique + Brands
▪ Familiarizes himself/hersefl with brands’ products and services, and as necessary attends training arranged for this purpose
▪ Discusses issues on any trouble-related jobs or problems linked to work load or environment and provides feedback, if any to the superior to achieve productivity level.
▪ Observes needs of boutique colleagues concerning Customer Service topics and proposes to superior / BTQ Mgr means to improve capacity to serve end-consumer.
▪ Complies to instructions given by the superior and technical guidelines set out by the brands and ensures that quality work is being carried out and not compromised.
▪ Reports weekly to his Dubai superior the situation based on KPI and extraordinary topics
▪ Regularly visits the boutique workshops and guarantees quality of their complete environment (5S).
▪ Provides quarterly inventory of repairs

 

5/ Back up of the Admin teams
▪ Polyvalence in repair related activities
▪ Backing up the team if assigned by the superior
▪ Requesting for days out of the office in the system

 

KEY INDICATORS

▪ Estimation leadtime
▪ Invoicing leadtime
▪ General service level agreement
▪ Data monitoring / Quality of repair registered (e.g.: accuracy and limited use of generics) / Productivity

 

Educational Background
Sales admin background. Experience in luxury sector and/or customer service.

 

Technical/Work-based Skills

This relates to the skills specific to the job, e.g. language fluency, etc
- Basic computer knowledge / excel, word, pdf
- Arabic & English fluent speaking and reading
- Saudi Nationals ONLY

- Competencies: efficiency, team work, self-management
- Organizational, connector skills
- Agile communicator respecting and obtaining respect from the warehouse and boutique teams and partners

Experience
1-2 years job activity as a sales admin or in logistics admin

 

WORKING RELATIONSHIPS
- Technical team
- Supply and Matching team
- Boutique CS associates (follow up with inbound and outbound in some cases)
- Warehouse /logistics team
- External partners

 

LEARN MORE ABOUT LIFE AT RICHEMONT AND OUR MAISONS BELOW