Client Service Coordinator

At Richemont Americas, 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.

Client Services Coordinator

Vacheron Constantin | New York, NY

Role Overview

The CS Coordinator is a key corporate position responsible for enhancing the after-sales service experience across all regional boutiques, focusing on operational excellence and customer satisfaction. Alongside overseeing day-to-day operational processes, logistics, and inventory control, this role includes the management of accessories. Reporting directly to the Director of Retail Excellence & Operations and based in a central regional office, this role is essential for maintaining the luxury brand's commitment to exceptional service standards.

Responsibilities (or Mission)

Customer Service & After-Sales Excellence

• Ensure a world-class after-sales service journey, driving customer satisfaction, retention, and loyalty through seamless processes.
• Work closely with boutique and CRC teams to ensure proper re-engagement with non-satisfied CS clients, and implement corrective actions based on NPS insights, improving service levels and customer engagement.
• Act as the primary liaison between boutiques, the Repair Technical Center (RTC), and Headquarters (HQ), facilitating efficient communication and service coordination.
• Assist in the implementation of new customer service initiatives and procedures related to after-sales services, aligning with regional objectives and Maison expectations.
• Oversee adherence to Maison and Group policies, procedures, and quality standards across all customer service touchpoints, with a strong focus on boutiques.
• Coordinate and deliver training programs for boutique teams to enhance service quality and after-sales expertise.

Strap Orders & Inbound Carnet Shipments

• Manage the end-to-end processing of strap orders, ensuring timely fulfillment and delivery to meet customer expectations. Ensure all strap orders comply with Maison guidelines, including product availability and invoicing process.
• Manage strap stock levels across boutiques and service center, ensuring optimal inventory levels and preventing shortages or overstocking.
• Work closely with logistics and HQ teams to anticipate demand fluctuations and ensure a smooth supply of straps.
• Conduct regular stock audits to verify inventory accuracy and compliance with brand standards.
• Supervise all inbound Carnet-related shipments, coordinating with customs and logistics partners to ensure compliance with international trade regulations.
• Oversee the accurate and timely processing of Carnet documents, enabling the temporary importation of luxury items for repairs, exhibitions, or events without traditional customs clearance.

Operational & Administrative Coordination

• Support key administrative functions related to transactional activities, financial compliance, operations, logistics, and inventory control for after-sales services.
• Implement and optimize policies and procedures to enhance efficiency and service quality.
• Oversee inventory related to after-sales service packaging and merchandise movement, including repairs, transfers, and consignments.
• Track key performance indicators (KPIs) including CS Net Promoter Score (NPS), and generate reports to highlighting key learnings and assess service efficiency and customer satisfaction trends.
• Monitor adherence to Maison and Group policies, procedures, and quality standards within boutique after-sales services. Coordinate CS training
• Oversee inventory related to after-sales service packaging and merchandise movement, including repairs, transfers, and consignments.

EXPECTED SALARY RANGE:

Salary will be negotiated based on relevant skills and experience.

Qualifications

• Performance Standards: Proven ability to meet or exceed operational and customer service standards, with a focus on continuous improvement and strategic planning.
• Technical Requirements: Proficiency in customer service software, CRM systems, and basic logistics management tools.
• Physical Requirements/Working Conditions: Ability to work in a dynamic, fast-paced environment and manage physical inventory processes.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with cross-functional teams and customers.
• Years of Experience: Minimum of 3-5 years of experience in customer service or after-sales support, preferably in the luxury or retail industry.
• Education: Bachelor’s degree in Business Administration, Supply Chain Management, or a related field. Equivalent experience in relevant roles may also be considered.
• Language Skills: Proficiency in English; additional language skills are advantageous.
• Personal Skills: Strong organizational, problem-solving, and customer relationship management skills. Ability to multitask and manage multiple priorities in a fast-paced environment.
• Availability Needs: Flexibility to work extended hours and travel as required.
• Travel might be necessary but will remain occasional.

WE OFFER

We care about our associates health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

Salary: $28 - $33 hourly

At Richemont, We Craft the Future