GUCCI Watches & Jewelry Client Support Advisor

Job description

Summary
Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail.

Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Job Description

Role Mission

Based in Wayne, NJ, the Client Support Advisor will consistently deliver value-added services to our clients with the highest level of quality, to meet and exceed client expectations. 

Key Accountabilities

·  Assist wholesale clients with jewelry aftersales repairs;
·  Enter customer jewelry repairs and send estimation and tracking number after completion of the repair;
·  Ensure positive client experience and excellent client service through phone and e-mail in a courteous, timely and accurate manner;
·  Provide client service by staying on top of pending orders and client requests (wholesale and aftersales);
·  Respond to and resolve complex client issues by researching issues or escalations and follow-up with manager;
·  Process and review EDI orders ensuring all are compliant with company procedures;
·  Provide the sales department with information such as product availability, product description, pricing, UPC codes and order status;
·  Extend cancel dates and make changes to existing orders upon sales representative requests;
·  Process return authorizations upon approval for stock balances, defective merchandise and over shipments;
·  Work closely with accounts receivables regarding credit hold issues, releasing of orders, price discrepancies and assistance with chargebacks.

Key Requirements

·  At least one year of experience in a customer support role;
·  Must be proficient in Windows and Excel;
·  Excellent verbal and written communications skills in English, Spanish is a plus.

Key Behaviors

Explore

Considerate Thinker

·  Sees the big picture and understands how own actions and decisions impact others and the organization.

Solutions Developer

·  Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions.

Deliver

Accountable Achiever

·  Actively gets things done, raising the bar for performance, and taking accountability for own actions.

Agile Advocate

·  Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals.

Connect

Connection Builder

·  Builds trust-based relationships across boundaries and encourages collaboration.
·  Adapts own style to communicate impactfully.

People Enabler

·  Empowers others by providing autonomy and encouraging self-expression, valuing, and amplifying each person’s uniqueness.

Build

Continuous Learner

·  Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort.

Talent Builder

·  Provides constructive and on-going feedback, coaches and helps others to achieve their full potential.

Work Authorization

·  Qualified candidates must have the proper valid work authorization to work in the United States.

EOE M/D/F/V

Job Type
Regular

Start Date
2022-07-18

Schedule
Full time

Organization
Gucci America Inc.