Cs Coordinator

Riyadh, Saudi Arabia

Cartier

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Job Description

Reference Code: 77583

CS Coordinator

Riyadh, 01, SA

Fixed Term

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 8,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

MAIN PURPOSE
To cover customer service administrative and logistical tasks, organize intervention flow with servicing points for the Cartier KSA network (with exception of Al Khobar) and be the link to the CS management in Dubai.
KEY RESPONSIBILITY 1/ Customer Contact

Managing all communication and follow up with:
- B2B contacts (internal and external Boutiques, authorized and non-authorized Retailers)
- Richemont Customer Relationship Center (CRC)
- Central Brands CS representatives
- Local Brands representatives
Planning quarterly boutique visits

KEY RESPONSIBILITY 2/ Repair activity

Manage all the missing information for the estimate (Client request, price & availability check status)
Handling repairs waiting for estimate approval portfolio. Accept estimates and transfer to technical department (print technical papers, add used components bags…). Handling cost estimates refused
Creating HQ estimates
Handling repairs sent to Manufactures : prepare documents (proforma), portfolio follow-up with central Brands, estimate creation
Pushing the piece for repair

KEY RESPONSIBILITY 3/ Repair follow-up

Handling the repairs portfolio
Answering to all questions related to repairs (estimates content, prices, lead times, delays, etc.)
Maintaining & communicating end-of-repair date according to information coming from Regional Spare Parts operations, workshops (internal and external), manufactures. In case of delay, contacting Boutique and provide new end-of-repair date.
Keeping track of the first schedule date for the KPI
Daily checking of the Boutique transfers (in and out)
Escalating difficult claim cases to Local/Central Brands (invoiced repairs under warranty, multiple warranty, product exchange…). Issue credit notes.
Handling counterfeit & stolen cases

KEY RESPONSIBILITY 4/ Spare parts follow-up

Initiating the picking of the spare parts in the system
Following spare parts issues with regional spare parts operations. Inform Clients in case of delay

KEY RESPONSIBILITY 5/ Repair cost estimate creation

Knowing the product catalogues and Brand policies (services, warranty criteria, gratuity criteria…)
Knowing the spare parts (being able to find a spare parts reference, identify a spare part vs. consumable, spare parts included on service…)
Having leather straps knowledge (color, material, finishing…)
Understanding a technical diagnosis and translating in commercial wording
Being the link between the technical team and the client
Performing spare parts availability check
Initiating the picking of the spare parts in the system
Defining services and price the repair (service and spare parts)
Being able to estimate the repair lead time by using the SLA calculation tool
Sending the cost estimate to Client
Ensuring that all diagnosed pieces are estimated the same day

KEY RESPONSIBILITY 6/ Exchanging with the teams

Managing claims with Logistics, Finance, etc.
Participating to the Platform ‘Morning meeting’
Requesting for days out of the office in the system and in the team worktime follow up file

KEY RESPONSIBILITY 7/ Back up of the Admin teams

Polyvalence in repair reception, registration and invoicing
Backing up the team if assigned by the manager

KEY INDICATORS (Group indicators):

Estimation leadtime
Invoicing leadtime
General service level agreement
Promised date KPI
Data monitoring / Quality of repair registered (e.g.: accuracy and limited use of generics) / Productivity
RUR KPI

Educational Background - Senior Back Office Admin / Front office or sales person with luxury sector experience
Technical/Work-based Skills or specific knowledge (Must Have) –

Basic computer knowledge / excel, word, pdf
English fluent speaking and reading
Excellent communication and commercial skills
Master several languages is a plus

Experience 3-5 years job activity as a sales admin
Personal Skills/Attributes Competencies: efficiency, team work, self-management Organizational, connector skills Agile communicator respecting and obtaining respect from the warehouse and boutique teams and partners
WORKING RELATIONSHIPS