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 Metiers 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
* Technical team
* Supply and Matching team
* Boutique CS associates (follow up with inbound and outbound in some cases)
* Warehouse logistics team
* External partners