Customer Service/Aftersales Representative

Job description

Role Mission

The Customer Service/Aftersales Representative located in the Gucci Aftersales Repair Center in Secaucus, New Jersey, ensures that all company policies and requirements are in alignment when handling after sales activities. He/she will manage after sales service requests for repairs, spare part requests, defects and local destructions in after sales system while ensuring accuracy of information. He/she needs to execute repair ticket management according to company standards and coordinating with stores, back office, repair center and headquarters. He/she plays a key role in supporting stores, wholesale and customers with regards to repairs, returns and etc.

Key Accountabilities

· Responsible for the execution of repair ticket management within after sales tool;
· Monitor and perform daily activities in the system and work with stores, customers, repair center and headquarters as needed;
· Perform technical evaluations and provide estimates and feedback/solutions for the after sales service requests to the stores in a prompt manner;
· Manually enter and update data in after sales system on behalf of customer repairs, wholesale, and external vendor;
· Provide full support updating stores on each kind of potential issue (lead time of spare parts, technical issues, etc.) that can have an impact on customer satisfaction;
· Locate style information for all merchandise needing parts;
· Perform spare parts order management in service system to ensure the best lead time to the customer as well as efficient inventory management;
· Ensure the integrity of the data input by the stores in order to optimize and increase the efficiency of the after sales service flow;
· Provide accurate and adequate information to headquarters relating to quality issues and potential credit note;
· Partner with external vendors to ensure quality of repairs;
· Receive and process customers' payments for repairs;
· Responsible for all aspects of after sales management acting as point of contact on customer complaints and quality issues;
· Provide support to stores and regional customer service teams to manage repair tickets in the after sale system;
· Communicate and coordinate with stores and headquarters on any after sales & quality matters.

Desired profile

Key Requirements
·  2+ years' Customer Service/After Sales services relevant experience, or transferrable skills;
·  Self-motivated with strong communication, interpersonal, and organization skills;
·  Knowledge of leather goods and footwear construction and repair (preferably Luxury goods);
·  Independent, fast learner and team-player;
·  Able to work under pressure and work in a fast-paced working environment;
·  Knowledge of Microsoft Office;
·  Proficiency in both written and spoken English.

EOE M/D/F/V