Quality Control & After Sales Service Coordinator

Job description

About the Role

CHANEL is committed to safeguard the incomparable quality of each creation.

Engage the consumer of today and tomorrow of the brand by providing unsurpassed services to all clients showcasing the eminence of Chanel products and our artisanal savoir faire.

Reporting to the Quality Control & After Sales Service Manager, this position is responsible for delivering a professional and seamless Quality Control, Repair and Care support to the brand by providing ultimate standards of our Quality & After Sales services to the retail team.  You will collaborate closely with the Retail team, Repair Team, and Distribution team at the local level, managing all aspects of repair management. This includes diagnosing repairs, closely following up, and providing regular updates throughout the process.

What impact you can create at Chanel

Repairs – Diagnose and Quality Control

·  Ensure Accurate Documentation: By verifying the physical conditions of repair items against the information registered on the CASS system, you ensure that both client and stock products are accurately documented.
·  Thorough Diagnostics: Conducting detailed diagnostics and taking clear photos of the general conditions and areas requiring service ensures transparency and precision in the repair process.
·  Effective Communication: Keeping After Sales Specialists and Fashion Advisers updated on discrepancies, repair feasibility, quotations, and additional service proposals fosters clear and effective communication.
·  Streamlined Repair Process: Organizing repair flows to ensure a smooth and efficient process minimizes delays and enhances customer satisfaction.
·  Proactive Follow-ups: Regularly following up on repair status and alerting boutiques about any expected delays ensures timely updates and customer satisfaction.
·  Daily Coordination: Preparing and issuing daily repair items to repairers & ensuring a consistent workflow.
·  Stringent Quality Control: Performing stringent quality control on all repaired items, including photo documentation, wrapping, system updates, and generating shipping lists, guarantees high standards and customer satisfaction.

Administration/Coordination/CASS Update

·  Accurate System Updates: Updating the latest status and additional remarks in the CASS system and repair documents ensures clear communication with the retail team.
·  Efficient Logistics: Making delivery and shipping arrangements across local, regional, and global levels, and updating all concerned parties, ensures smooth logistics.
·  Precise Inventory Management: Ensuring accurate receipt of deliveries and coordinating with Finance & Distribution teams on stock movement maintains inventory accuracy.
·  Regular Stock-Take : Performing monthly stock-take exercises at boutiques and Repair Centre locations ensures inventory accuracy and accountability.

Quality Control

·  Expert Product Knowledge: Developing and maintaining expert standards of product knowledge ensures that quality issues are identified and addressed promptly.
·  Client Feedback Integration: Working closely with Fashion Advisers to consolidate client feedback on product quality concerns and communicating this to the Quality Control & AfterSales Service Manager ensures continuous improvement.
·  Product Recall Assistance: Assisting in the recall of products at the boutique level upon instructions from the Global/Local Quality Manager ensures compliance and customer safety.

Reports

·  Data-Driven Insights: Filing and keeping track of repair and defective statistics for data analysis provides valuable insights for continuous improvement.

You are energized by

·  Working in a highly collaborative environment. Being a true partner to the business stakeholders across the organization.
·  Enthusiastic about new technology and data, to improve processes and standards of After Sales Service
·  An environment that advocates listening, co-creation, inclusiveness, user-centricity, and agility in designing holistic solutions
·  A workplace where we provide you opportunities to drive values in areas where you are good at and support you to be at your best.

What you will bring

·  At least 3 to 5 years of relevant experience in after sales and/ or product quality control or project management roles.
·  Critical thinking, problem solving and analytical skills to better understand the business landscape and evolving client expectations and identify opportunity to enhance client experiences.
·  Resilience in dealing with difficult situations and a willingness to reflect and embrace continuous self-improvement and development whilst encouraging and guiding the team to do the same.
·  Good communication skills & Tech Saavy with the ability to navigate operating systems across platforms and channels
·  Client- Centric & thrives working in a fast-paced and dynamic environment

What Chanel can offer you

·  The opportunity to work with one of the world's most iconic luxury brands.
·  Ongoing training and development to enhance your skills and knowledge.
·  A supportive team environment where your contributions are valued.
·  Competitive compensation and benefits package.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.