Customer Service Coordinator

$56,077 - $72,800/Yr

Fourth Floor - New York, NY

Full-time

New York, NY

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Customer Service Coordinator will oversee the daily operations and administration of the service and repair workshop within the flagship boutique of a high-end timepiece company in New York City. This role is crucial for ensuring that the workshop operates smoothly, maintaining high standards of service and communication with clients.

Responsibilities

• Collaborate closely with watchmakers to support their operational needs.
• Create and maintain both front and back of the boutique workshop environment in accordance with brand standards.
• Provide accurate and timely communication with clients and boutique correspondences.
• Engage effectively with clients via phone, email, and web inquiries.
• Proactively manage potential client issues related to service timelines and other concerns, escalating as necessary.
• Monitor spare parts inventory while ensuring compliance with audit controls.
• Organize and manage the shipment of service and repair items according to brand standards and schedules.
• Enforce adherence to company policies and audit requirements in handling customer service and repair merchandise.
• Maintain daily updates and input within SAP, ensuring smooth communication between watchmakers and services.
• Prepare weekly reports for various stakeholders to facilitate business analysis.
• Liaise with the Retail Operations Manager on reporting and communication with the internal boutique as needed.

Requirements

• A proactive, 'can-do' attitude with a deep understanding of luxury client experiences.
• Bachelor's Degree required.
• 3+ years of experience in a timepiece-related field.
• Strong critical thinking skills with a solution-oriented approach.
• Demonstrates initiative, conscientiousness, and thorough follow-through on all responsibilities.
• Flexibility to adapt to changing work requirements and schedules.
• Excellent verbal, written, and organizational skills.
• Proficiency in MS Office, particularly Excel; SAP proficiency is preferred.

Nice-to-haves

• A secondary language is a plus.
• Ability to assist with special projects as needed, including the capacity to lift up to 40 lbs.