Reference Code:  41181

Customer Service Administrator - External


Riyadh, 01, SA


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.

Customer Service Administrator KSA




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 RESPONSIBILITIE 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
    • Repair registration checking + completion
    • Estimation printing, transferring to Cartier BTQ CS associates and following-up
    • Approval waiting + completing with additionally requested points
    • Transfer to repair status
    • Following-up repair progression, keeping track of timeline, with objectives promised to customer and set down by management or SLA
    • Checking intervention done to match foreseen request
    • Verifying the used spare parts and separating them as per procedure
    • Invoicing
    • Preparing transfer of products back to BTQ CS associates, with appropriate proactive information
    • Obtaining subcontractor invoices for checking and approval purposes, then transmission to finance
    • Follow up payments
    • 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
    • Subcontractors: jewelry + LLPE
    • 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


KEY RESPONSIBILITIE 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



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.





KEY RESPONSIBILITIE 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



KEY RESPONSIBILITIE 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



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 or specific knowledge (Must Have)

- Basic computer knowledge / excel, word, pdf

- English fluent speaking and reading

- Arabic (preferred)

- Excellent communication and writing skills



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

Personal Skills/Attributes

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



Indicate the main typical types of interactions and with who (i.e., group or titles) the interaction occurs and describe the purpose or nature (explaining, informing, influencing, supporting, selling...,)

- Technical team

- Supply and Matching team

- Boutique CS associates (follow up with inbound and outbound in some cases)

- Warehouse /logistics team

- External partners



Level of autonomy

Subject to practices and procedures covered by defined policies, and supervisory review. Autonomy controlled ~ every month.


Name some of the key recommendations / decisions the incumbent is authorized to make:

- Intervention: Priority setting / workload distribution

- Environment / Organization: administration working presence planning / 5S application