After-Sales Administration Executive

Reporting to the Aftersales & Repair Center Manager Middle East and India, the
After-Sales administration executive is responsible for the management parts,
repair data, invoicing, and product through CHANEL's service providers
(internal or external) with adherence to the local and global policies and
procedures. He oversees administrative tasks related to the maintenance and
repairs of CHANEL Fashion products, manages the regional flow of repairs and
ensures customs regulations are properly followed within the approved
schedule.
PRINCIPAL MISSIONS
Business Management of the After-sales Workshop administration
* Manage the flow of documents and administrative procedures related to repairs
* Monitors workloads in close collaboration with the technical team, lead times of repairs, and reminders to suppliers.
* Provides real-time proactive and reactive feedback on the repair status of any repair job at any given time.
* Monitors repair lead times and alerts boutiques or multi-brand retailers of any delays and alerts repair providers of any potential delays to avoid delay.
* Performs inspections of merchandise to determine authenticity and perform Quality checks.
* Acts as point of contact person for all communication with external providers (customs, transporters,), and boutiques within the zone.
Inventory Management
* Orders all parts and fabric needed for Fashion After Sales Service Repairs in collaboration with the Technical Team.
* Manages and oversees inventory re-orders and auditing as well as vendor inventory in close collaboration with the technical team.
* Prepares spare parts replenishment orders request in consultation with the technical Team.
* Follow-up on delivery of spare parts.
* Ensures workshop is fully always stocked with office and shipping supplies.
* Plan actions to ensure the availability of stocked parts.
* Plans, expedites and schedules delivery of critical parts
* Work cross-functionally with all departments to solve inventory and delivery discrepancies
Quality
* Manages and coordinates quality alerts, quality recalls, quality communications, and shipments
* Follow-up with the technical team to analyze damage and repair items sent to FAS for review to identify potential quality issues.
PROFILE
These roles involve managing boutique inquiries, coordinating service
requests, and providing administrative support in the post-sales phase. Here
are some of the skills commonly required:
* Excellent Customer Service skills
* Strong verbal and written communication skills are essential for effective interaction with customers, as well as for collaborating with internal teams, such as sales, technical support, and logistics.
* You should be adept at identifying customer issues and finding appropriate solutions. This involves troubleshooting problems, making informed decisions, and escalating complex issues to the appropriate teams or management when necessary.
* After-sales coordination and administration require good organizational skills to manage multiple tasks, prioritize workloads, and ensure timely completion of customer requests or service orders.
* Being meticulous and paying attention to detail is important in processing customer requests, documenting information accurately, and ensuring the accuracy of administrative tasks such as order processing, warranty registrations, and data entry.
* Depending on the industry or product, having a basic understanding of technical concepts related to the products or services being offered can be beneficial. This knowledge allows you to better understand customer issues and communicate effectively with technical support teams.
* The ability to manage time effectively and work efficiently under deadlines is crucial in after-sales coordination, where timely responses and resolutions are important to maintain customer satisfaction.
* Teamwork and Collaboration
* Adaptability
* Proficiency in using relevant software applications and Microsoft Office Suite (Word, Excel, Outlook), is often required for managing inquiries, generating reports, and maintaining accurate records.
These skills, along with a positive attitude, empathy, and a customer-centric
mindset, can contribute to success in after-sales coordination and
administration roles.