Customer Service Manager

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.

Responsibilities

• Repair logistic management: oversee the logistics of repairs within the designated zone, ensuring a continuous flow throughout the receiving, final control, and shipping processes, with an emphasis on small batch management
• Compliance and Security: Ensure all receiving processes adhere to compliance procedures, including SAS, video tracking and filing. Guarantee the secure and cautious opening of parcels, followed by accurate sorting of repairs, spare parts, or other categories
• Registration and invoicing: Expedite the movement repairs to the registration phase to maintain continuous flow. Perform final control to verify that completed work and invoices align with initial estimates
• Shipping and Carrier management: Organise the grouping of repairs by destination and ensure that all repairs are packed according to established standards. Manage the relationship with carrier(s) to optimize shipping efficiency
• Performance monitoring and anomaly resolution: continuously monitor the work in progress (WIP) at each stage of the repair process. Track and resolve any anomlies that arise, promptly identifying bottlenecks and implementing corrective actions,, such as reallocating resources
• Team leadership and development: lead daily morning meetings for the administrative area, fostering staff versatility and adaptability through organised rotations. Monitor and provide feedback on team member performance
• Policy Application: Apply central Maisons policies consistently across relevant processes and activities, coordinate inventories and 4 eyes principles audit as recommended by HQ

Qualification/ requirements:

Education: Master’s or Bachelor’s degree preferred, with a minimum of 5 years of relevant experience

Experience: more than 5 years of experience in customer service, logistics, or a related field

Skills:

• Autonomy : Ability to work independently and manage responsibilities efficiently
• Communication: excellent verbal and written communication skills
• Reliability: consistent and dependable in meeting deadlines and maintaining standards
• Experience with Lean principles or tools
• Problem solving: strong analytical and problem-solving abilities
• Team player: collaborative and able to work effectively with a team
• Change management: ability to adapt to changing priorities and implement new processes

#Richemont #WeCraftTheFuture