CS Back Office Administration Supervisor

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

HOW WILL YOU MAKE AN IMPACT?

• Play an active role within the everyday life of the Service Platform
• Actively participate in & contribute to team/management/quality meetings
• Contribute, give ideas & implement to the continuous improvement of the Admin dept & Platform 
• Constantly strive to improve our service by proposing improvements & changes to the day-to-day procedures of the SAV/Aftersales Team
• Implement service changes & developments set out by the brands
• Other duties as requested by management

• Lead the Admin Team & Department, be the first point of contact for the team  
• Hold daily team meetings & keep team up-to-date, implement changes if needed
• Ensure all Admin team tasks are completed effectively
  • Handle all dept related volume, flows & process any high level repairs/complaints efficiently
• Conduct regular one-to-one meetings with each team member & follow-up, carry out their annual performance review, set objectives & set-up development meetings
• Help the team grow & develop by coaching, mentoring, manage performance & foster a high-performing team culture
• Manage recruitment of new hires & conduct interviews
• Run reports as required to monitor repairs, anomalies & process as required
• Play a key role as CS SAP key user alongside other key users and/or manage the dept key users – participate in tests, give feedback on rollouts, create Service Now calls, provide training on enhancements in the platform
• Ensure all flows are followed properly by all teams
• Cover all Admin tasks alongside your team, in case of need (Post Opening, Registration, Estimate creations, Invoicing, processing Email queries/tickets etc.)
• Ensure all invoices are completed daily in an efficient & accurate manner
• Perform final aesthetical check of the product before final sealing (serial number check, conformity check, exchanged parts control, product cleaning & sealing etc.)
• Ensure final ‘commercial’ control (work done & billing request corresponds to estimate)
• Invoice repair & prepare client’s documents through precise use of set invoicing codes & comments
• Prepare repair pouch & dispatch to Post Room department, transfer all repairs logically & physically to ensure highest level of security

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Leadership & experience in managing a team (conflict resolution, demonstrate & create good team spirit, performance management, strategic thinking, be approachable & show ‘can-do’ positive approach)
• Client focused mentality
• Work efficiently & organized in a fast paced environment
• Able to work under pressure & to deadlines
• Able to handle multiple flows with various complexities
• Demonstrate excellent attention to detail, communication skills & problem solving
• Strong computer proficiency with a solid understanding of Microsoft Office Suite (Excel, Word, PowerPoint), SAP, CRM etc
• Excellent digital literacy with a comfort level in navigating various online platforms, cloud-based tools, and internal systems. Experience with specific collaboration tools, e.g., SharePoint, Teams 
• Ability to quickly learn & adapt to new technologies and proprietary systems

#Richemont #WeCraftTheFuture