Operations Coordinator, Client Relations

Richemont • Grand Prairie, LA

8d • Onsite

About The Position

Our mission at Montblanc is to deliver an exceptional experience for all clients. Under the leadership of the Client Relations Manager, this Operations Coordinator will be responsible for assisting the client facing team in the day-to-day operations, focused on driving an enhanced client experience, helping achieve sales growth and guiding the team towards achieving KPI targets. This person should be passionate about establishing processes and owning the operational and technical elements related to the Client Relations team.

Requirements

• College or Technical Degree
• Proficiency related to a call center environment with understanding of SAP and other similar client services and CRM tools
• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools
• Experience in establishing processes and workflows (along with integrating systems solutions)
• 5+ years of experience in a luxury retail or service-related industry and understanding of luxury culture
• Excellent communication skills, both oral and written, and the ability to handle multiple tasks simultaneously
• Passion for assisting clients (internal & external), developing & motivating teams, and the understanding of empathy
• An innovative problem solver who thinks outside the box and ability to learn new tools and establish processes

Responsibilities

• Assist in daily management of web, email and phone cases to ensure Client Relations Assistant Manager is able to properly allocate resources and ensure service levels are met
• Support Client Relations Assistant Manager in helping Ambassadors achieve performance targets by providing data as it relates to the established KPIs
• Provide on-going operations and systems support for Ambassadors to ensure day-to-day tasks can be completed with no issues
• Monitor system issues and blockages and deliver resolutions by opening, tracking and responding to IT tickets in partnership with digital products team
• Liaise with After Sales Customer Service Supervisor to drive adherence to the After Sales process for private clients and train team on After Sales inquiries, processes and delivering resolutions
• Own the creation of sales orders (inputting manual order creations), including the payment management process, to ensure payment is properly processed
• Liaise with key members of the distribution and fulfillment center to ensure all corporate orders are fulfilled in a timely and accurate manner (i.e., personalization, gift wrapping, warranty booklets, etc.)
• Own the Corporate gift die ordering/personalization process
• Provide clear and timely communication to Ambassadors of order process timing to ensure client is properly informed
• Work to identify any order process and fulfillment optimizations to continuously refine and enhance existing workflows
• Monitor and report back on NPS performance by ambassador and team
• Develop clear insights and solutions to address NPS detractors and train team on ways to enhance client experience by analyzing qualitative feedback
• Liaise with local Supply & Merchandising team to request stock needs for CRC orders
• Provide stock visibility to team across multiple distribution points; manage stock and gift wrap inventory to proactively replenish and ensure future orders can be fulfilled
• Manage stock transfers within SAP system for CRC orders
• Ensure the CRC knowledge database is maintained and updated, aligning with the CRC leadership team and Maison stakeholders as needed
• Conduct on-going training and refresher trainings for all ambassadors on operations and processes related to the day-to-day responsibilities
• Own the operational roadmap to ensure clear processes are established and systems and tools are running efficiently to enhance the client service experience
• Ensure an appropriate amount of testing is completed for all product releases for systems used (Salesforce, SAP, new features and releases, etc.)
• Assist with special projects, as needed (i.e., testing of new technology rollout, initiatives supporting boutique, outbound clienteling, etc.), providing hands-on support
• Report back monthly operational challenges, feedback and opportunities by using insights from data to improve the business
• Deliver a yearly operational plan focused on new initiatives and systems based on current performance of CRC and trends seen in client services landscape, competitor brands and the overall luxury industry

Benefits

• medical
• dental
• vision programs
• Health savings accounts
• flexible spending accounts
• life insurance
• disability benefits
• 401(k) with employer match
• paid time off
• wellness reimbursement benefit
• employee assistance program
• volunteer days off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree