CS and Operations Coordinator

Job description

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas. 

 

CS and Operations Coordinator

New York, NY

Permanent / Full-time

 

FOR THOSE WHO MASTER EVERY DETAIL

The CS and Operations 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.

 

YOUR ROLE

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.

WHAT WILL MAKE YOU SUCCESSFUL?

Education:

·  College degree preferred

 

Required Experience:

·  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.

 

Vacheron Constantin celebrates 270 years as the world’s oldest watchmaker in continuous production since 1755.  Headquartered in Geneva, Switzerland, we operate a global retail network of nearly 200 points of sale across 36 countries. Every member of our exceptional global community of watchmakers, artisans and dedicated professionals share a common devotion to our exceptional heritage and a passion to trailblaze an even brighter future. 

If this fires your imagination, we welcome your application.

 

We Offer – United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

 

At Richemont, We Craft the Future!

Salary: $28 - $33 hourly

Salary will be determined based on relevant skills and experience.