Operations Coordinator, Client Relations

Richemont•Grand Prairie, TX

6d•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
Liaise with Ambassadors to ensure full management of corporate orders secured by team: 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