Customer Service Coordinator

Richemont•Fort Worth, TX

13d

About The Position

Richemont, a global luxury goods conglomerate, is seeking a Customer Service Coordinator to enhance the after-sales service customer experience. This role focuses on administrative and production tasks within the customer service framework, supporting all brands by ensuring outstanding customer experiences through diligent management and adherence to Brand Policies and Repair Leadtime objectives. The specialist will also provide essential support for the SAP Gemini CS module, including problem determination, issue resolution, documentation, testing, and knowledge transfer, while actively participating in quality assurance, productivity enhancement, and project management initiatives.

Requirements

Strong administrative and organizational skills with meticulous attention to detail.
Proven ability to manage multiple tasks and priorities effectively in a dynamic environment.
Excellent communication skills for effective collaboration and issue escalation.
Analytical and problem-solving capabilities, particularly in a technical support context.
Aptitude for quickly learning and mastering various software systems.
High degree of flexibility and adaptability to support diverse business needs.
Demonstrated experience in an administrative or operational support role, ideally within after-sales service or a customer-centric environment.
Practical experience with SAP, specifically the CS module, including problem determination, testing, and documentation.
Familiarity with Brand Policies and customer service operating procedures.

Responsibilities

Perform administrative and production tasks within the customer service processes framework for after-sales services across multiple departments.
Support the administrative tasks for all brands, with the primary objective being to deliver outstanding customer experiences through the management and respect of Brand Policies and Repair Leadtime.
Cross-train to perform administrative tasks in multiple departments, including but not limited to Cost Estimate Center, Final Control, Receiving/Unpacking/Shipping, and Accessories.
Support with processing repair, finished goods, and spare parts inventories via counting and systematic data entry.
Assist other cross-functional departments with projects or tasks based on business needs, demonstrating flexibility.
Support key users/testers in problem determination and issue resolution relating to the SAP Gemini CS module.
Manage opened tickets, determining root cause or resolution for SAP Gemini CS issues.
Develop and maintain SAP Gemini CS technical and user training materials and documentation.
Serve as the primary contact for planning and coordination of SAP CS module testing and knowledge transfer in the Richemont Technical Center (RTC).
Regularly participate in SAP release testing and/or be recognized as an SAP key user.
Be recognized as the Key user for our AdminHUB, ABBY, Centiro, Wise, and CRM.
Support the team with audits performed for quality measures as defined by Supervisor/Manager.
Meet or exceed established quality and productivity objectives.
Escalate issues that concern missing product to direct supervisor upon discovery.
Successfully manage 2-3 small projects per year based on business needs as defined by Supervisor/Manager.