RSG Customer Service Coordinator

The Watches of Switzerland Group • Fort Lauderdale, FL

95d

About The Position

Customer service is at the heart of this role and ensuring a high level of brand and product knowledge is vital to achieve a positive brand experience for our stores and brand partners. Ensure excellent client service by cultivating new client relationships, partnering with management to improve customer satisfaction, and effectively resolving client issues. The role involves coordinating workflow with estimators, watchmakers, and other members of the service network, prioritizing service requests, and maintaining clear communication throughout the service process.

Requirements

• An associate or bachelor's degree in business administration, or other relevant major.
• 4-6 years' experience in customer service.
• Knowledge of SAP is a plus.
• Proficient in Microsoft Office (Outlook, Word, Excel & PowerPoint) with an ability to learn company-specific programs.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Ability to prioritize and plan work activities to use time efficiently.
• Organized, accurate, thorough, and able to monitor work for quality.
• Ability to sustain a level of professionalism and friendly demeanor.
• Ability to work well with all levels of internal management and staff.
• Ability to multi-task and handle changing priorities.
• Able to work well with minimal supervision, self-starter.
• Ability to learn fast, handle multiple tasks, high energy, sales-oriented, and an analytical thinker.
• Collaborator ensuring compliance with established due dates.

Nice To Haves

• Knowledge of SAP.

Responsibilities

• Cultivate new client relationships by developing personalized outreach and engagement strategies.
• Partner with management and the corporate team to develop and implement initiatives that aim toward improved customer satisfaction.
• Consistently follow up with stores and vendors to build rapport, identify opportunities, and resolve issues.
• Effectively resolve client issues by using a variety of communication and problem-solving techniques.
• Coordinate workflow with estimators, watchmakers, and other members of the service network to understand their needs and expectations.
• Prioritize service requests based on urgency and impact.
• Communicate clearly and concisely with stores, external vendors, and other members of the Retail Service Group throughout the service process.
• Follow up on service requests to ensure that they are completed to the manufacturer specifications and client's satisfaction.
• Provide technical assistance to clients on products and services.
• Build positive client relationships by checking in regularly and following up on open repairs.
• Maintain service records with complete and accurate information to ensure that all teams have a clear understanding of the repair journey.
• Identify potential client service concerns and take proactive steps to resolve them.
• Coordinate and support inventory flow of product through the shop.
• Maintain best practices to maintain inventory control accuracy.
• Monitor accuracy of repair's retail, cost, and margins.
• Monitor the service process to ensure that it is running smoothly and meets timelines.
• Focus on the development and implementation of continuous productivity improvements.
• Help create an environment of accountability that promotes highly engaged, high-performance work teams in a dynamic culture.

What This Job Offers

• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: Associate degree