After Sales Coordinator, Rodeo

Chanel • Beverly, MA

36d • Onsite

About The Position

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL. We are looking for an After Sales Coordinator for the boutique. They will be vital for ensuring the highest standards of providing customers with prompt, professional, warm and courteous service, while handling quality control, after sales maintenance, and repair process.

Requirements

• Minimum 2 years of related experience
• Minimum High School Diploma
• Basic computer skills
• Excellent written and verbal communication skills
• Experienced in multi-tasking and the ability to promptly handle customer inquiries and complaints
• Ability to make difficult decisions, with the best interest of the CHANEL brand, and with the best interest of the client
• Ability to lift 15 lbs.

Nice To Haves

• The history and heritage of The House of CHANEL
• Demonstrating your expertise knowledge of customer service principles and practices
• Utilizing your high-level of attention to detail and accuracy
• Your desire to collaborate effectively with a diverse team
• The opportunity to multi-task projects in a dynamic, fast paced environment

Responsibilities

• Facilitate take-in of repairs and assess for reparability of products.
• Manage client expectations by communicating repair details, condition, and projected outcome at time of drop off.
• Administer repairs within CASS system – responsible for entering in repairs, processing and preparing for shipment of repairs, receiving repairs and preparing for client pick-up.
• Ensure that all paperwork is accurate throughout processing.
• Monitor lead times and follow up with workshops in partnership with Fashion Advisors on outstanding repairs.
• Responsible for Open Claims Audit Reports.
• Update CASS accordingly throughout repair life cycle, noting all client correspondence.
• Process all stock repairs, both outgoing and incoming, which includes transfer in MMS.
• Oversee spare parts for boutique – process and track in CASS, place weekly parts orders, and process shipments to workshop.
• Conduct QA on boutique stock and alert Corporate Fashion After Sales on any quality issues.
• Lead stock checks during “Quality Alerts” and shipments of affected units.
• Manage all client follow up throughout life cycle of repairs which includes status updates, quality assessments, quotation approvals (both Fashion and WFJ), and additional repair service approval.
• Communicate any client approvals or retrievals to workshops.
• Coordinate completed repair shipments back to clients.
• Work with Fashion Advisors to resolve any client escalations, looping in Boutique Management when needed.
• Lead 'Product Specs/Care Instructions' training for each season in partnership with the Fashion Advisors.
• Train all Boutique Associates on any new After Sales policies and procedures.

Benefits

• Flexibility (flexible time and hybrid work options)
• Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure and Wellbeing Days in Retail) and a Wellbeing fund
• Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork , and Care.com Membership)
• Generous paid time off policies to include vacation, holiday, sick and volunteer days
• 401K, pension and other incentives
• Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED