Offers “Richemont”

44 days agoRichemont

Client Services Intern

  • Miami (Miami-Dade)
  • Teaching

Job description

MAIN PURPOSE

The Client Intern is responsible for assisting Client team in both CS and CRM activities of the Cartier Brand in the territory of South America (Latin America, Brazil, and the Caribbean). The position is based out of the Miami office and requires full-time availability for a duration of about 9-months.

 

KEY RESPONSIBILITIES

Operationally support the client service strategy implementation:

·  Assists the Client Service Operations Manager in the market strategy implementation, adapting the CS global policy and the service management, respecting the service code of the Brand.
·  Supports the CS Operations Manager in the procedures of CS implementation in the network.

Analysis and reporting :

·  Assist the Client Service Operations Manager in implementing CS tools and repair model stock management
·  Ensure reporting on Booster SAV is accurate by follow-up on monthly by workshop

 Complaint management:

·  Coordinate management of the market complaints: answers client’s (partners) phone call, draft letters
·  Support the boutiques in complaints management
·  Follow-up with Accounting and logistics on order processing and claim management.
·  (Process exchanges/credits) 

CRM Actions + VIP treatments + CS events:

·  Assist in pre & CRM action organization & communication
·  Serve as contact with providers and manage logistics of all printed material
·  Act as a direct contact with client and agencies as needed
·  Creation, sending, follow up and management of invitations
·  Creation of visuals and any other related material pertaining events.

CRM Programs:

·  Aid in consolidation of orders from Cartier LAC, Boutiques and Specialist for CRM tools such as CRM gifts, Greetings Cards, Diamond tools, etc.
·  Assist in the updating of Client Dashboards on a weekly basis
·  Assist in the pulling of monthly client outreach lists
·  Assist in the deployment of E-mail Campaigns
·  Assist in the management of Sales Force and the MyClient application, and act as liaison with HQ when questions arise, or additional support is needed

Internal Communications:

·  Update Cayzen with CRM information and assets such as best practices, social messaging, outreach templates.
·  Assist on creating and updating department presentations (MBR, CARE, CS Ambassador and Boutique seminars)
·  Be a backup contact for CS Operations Manager and CRM Manager when travelling

Production and Tracking:

·  FedEx: shipping and tracking of all packages from department
·  Manage the tracking of Client inventory (books, gifts, invitations, catalogues, groom uniforms, etc.)

Ecommerce KPI:

·    Keep track of Cartier.com inquiries monthly via report to CS Manager
·  Track of lead-time to answer questions, pending ecommerce returns, and other KPIs as needed
·  Monthly Ecommerce reports and maintain/update Ecommerce Dashboard
·  Assisting CRC clients by email in the respective languages
·  Provide written responses to customers’ inquiries via email
·  Process merchandise orders initiated by website; this will involve a great deal of data entry
·  Answer a wide variety of customer inquiries, including where to send items for repair, status of repairs, cost estimates, service diagnosis, and timelines
·  Confidently provide advice to customers regarding merchandise style and history of Cartier
·  Answer a wide variety of customer inquiries, like hours of operation, store locations, directions, and pricing questions

 

JOB PROFILE

Education:

·  AA Degree required.  Bachelor’s degree in business administration, Marketing or related field preferred. 

Required experience:

·  1-2 years experience in a similar position
·  1-2 years experience in an office work environment

Technical skills / abilities:

·  Proficiency in Microsoft office Word, Excel and Powerpoint required.
·  Bilingual (English/Spanish) required. Portuguese a plus

Personal skills:

The successful candidate will have the following personal qualities:

·  Good planning and organizing skills; ability to prioritize and plan work activities; ability to multi-task
·  Good communication skills, written and verbal.
·  Good time management skills
·  Pro-active and dynamic

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Learn more about life at Cartier

www.careers.cartier.com

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont

Nearest Major Market: Miami

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