Client Service & Sales Coordinator

Reference Code: 17505

Client Service & Sales Coordinator

New York, NY, US

Permanent

Since 1868, the Swiss watch manufacturer IWC Schaffhausen has been crafting exquisite Haute Horlogerie, in which the highest precision is combined with exclusive design. As one of the world’s leading brands in the luxury watch segment, our long-established company daily upholds the pioneering spirit and the innovative talent that underlie our success.

CLIENT SERVICE AND SALES COORDINATOR - MADISON AVENUE, NEW YORK

MISSION

The client Service and Sales Coordinator’s main mission is to ensure that an excellent after-sales customer service is provided at all times to guarantee customer satisfaction, retention and a seamless repair & after-sales process.

RESPONSIBILITIES

• Take care of all after sales clients from registration to pick up.
• Liaise with repair technical center and act as the voice of the client throughout their repair process, advocating for them and asking questions on their behalf.
• Be in regular & proactive communication with the clients and their main point of contact through phone, e-mail, chat, etc. and communicate with clients in a timely and accurate manner
• Identify service needs and make appropriate recommendations
• Pull daily status reports and update clients accordingly
• Liaise with boutique manager and corporate customer service manager on client complaints and escalations.
• Act as the CS champion, a main contact point on all CS related topics and trainings for the boutique
• Responsible for the implementation of any new CS projects or processes in the boutique together with boutique manager
• Manage the stock levels of CS packaging and other CS items
• Support the operations and administration of the boutique including: shipping, receiving, ordering supplies, back office organization.
• Support the sales floor when needed

PROFILE

• 2-3 years of experience in customer service
• Good communication skills - Verbal and Written
• Conflict management skills
• Strong capacity of organization
• Watchmaking skills would be a plus
• Basic computer skills and report analytics