LVMH - Repairs & After Sales Coordinator (FULL-TIME) Selfridges

Job description

Company : Louis Vuitton UK
Business group : Fashion & Leather Goods
OVERALL MISSION
This is an incredibly rare and unique opportunity to assist our clients as a Repairs & After Sales Specialist/Coordinator for a 1-year Maternity Cover. As an Aftersales Coordinator, you will be responsible for product repairs from the point of receipt to the return to the client, in addition to ensuring the teams are adequately trained to support the above
You will proactively reach out to your Clients in order to achieve individual and team goals.
After Sales Services
- Approach After Sales Services as a Client relationship opportunity and provide the best Client experience
- Manage and ensure quality issues are properly dealt with
- Develop your expertise in carrying out in store repairs to the quality standards expected by our clients
- Maintain the integrity and accuracy of the "My repair" platform.
- Ensure the organisation of the aftersales area is clear and user-friendly for all team members with a view to maximizing the client experience
- Ensure the lead time from Receipt to sending to Cergy is respected.
- Regularly communication to mangers regarding any relevant aftersales topics
- Ensure regular communication with the stock team to ensure the correct management of defective exchanges
- Develop and train all team members on aftersales in addition to the develop and train a back-up Aftersales co-ordinator
- Manage the aftersales feedback on Voice with team members and mangers and create actions based on the feedback.
Repairs
- Assess if products are defective or repairable and answer technical questions relative to defects and repairs
- Provide clients with repair options and all necessary information (e.g. cost and turnaround time)
- Perform in store repairs for leather goods and accessories
- Develop and maintain relationships with local repair and alterations centers
- Send watches, jewelry, and shoes to authorized repair locations
- Follow up with client repairs on a weekly basis
- Partner with logistics manager and ship defective products to appropriate warehouse
- Answer technical questions relative to repairs, defective but also products
- Order spare parts for repairs and client orders
Personalization and Operations
- Responsible for gathering, organizing, ordering and facilitating the special orders business; including, Made To Order and Mon Monogram, from the time of the order until the time of delivery and provide regular status updates to clients
- Perform and train other staff on hot stamping
- Follow all policy and procedure to ensure and maintain accuracy and shrink requirements.
- Participate in necessary supply stocking/restocking.
Customer Relations
- Manage client inquiries ranging from providing information and recommendations about merchandise and services in order to meet client needs
- Serve as point person for client issues, handling difficult situations in the best interest of both the client and company
- Handle clients via phone providing excellent customer service using tact and diplomacy
General duties
- Developing aftersales expertise in your store
- Follow the company's policies and procedures
- Be fully integrated to the store team (participate in the morning briefing) and contribute to achieving the overall objectives of the store
- Better adapt aftersales to Clients needs
- Respect Louis Vuitton Brand standards in terms of grooming and behaviour

Desired profile

Experience required : Minimum 2 years
PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED
- Specialty retail experience in a repairs specific/focused role
- Professional presentation, excellent interpersonal skills; able to communicate effectively both verbally and in writing
- Punctuality and schedule flexibility are essential
- Act as a role model and lead by example
- Self-starter
- Dependable, punctual, flexible
- Excellent problem solving skills with internal/external clients
- Computer literacy a must
- Be fashion-forward, and have a passion for the fashion/luxury-goods industry
- Be a team player; pro-active attitude
- Ability to adapt to changing needs of the Company as necessary
- Ability to learn quickly and maintain a high performance level in a fast-paced environment
- Ability to solve problems with diplomatic manners