Customer Service Advisor

About the role

Lange and Sohne is looking for a Customer Service Advisor who will lead the daily operations and administration of our service/repair and watchmaker workshop within our Flagship Boutique in New York City.

Responsibilities

• Serve as a key liaison between Boutique Management, watchmakers, Boutique teams, clients and internal departments, ensuring clear communication and timely follow through on directives and requests.
• Support the day-to-day administrative and operational needs of the workshop, proactively coordinating priorities and following through to completion.
• Manage the preparation, packing documentation and coordination of all incoming and outgoing service/repair shipments; shipments received, processed, tracked and dispatched accurately and according to schedule and brand standards.
• Execute and follow up on directives from retail operations manager and Retail Director, ensuring actions, deadlines and outstanding items are tracked and completed.
• Maintain an organized and efficient front and back of Boutique workshop environment in accordance with brand standards.
• Provide accurate, timely, and professional communication with Boutique teams and clients regarding service and repair matters.
• Communicate effectively with clients via phone, email, and web inquiries, coordinating internally to ensure timely responses and resolutions.
• Proactively identify potential client or operational issues, particularly related to service lead times, and escalate concerns appropriately.
• Coordinate the flow of information and services between watchmakers, boutique teams and other internal stakeholders.
• Maintain spare parts inventory and ensure compliance with Richemont inventory and audit controls.
• Ensure adherence to Richemont Group and A.Lange & Sohne policies and audit requirements in the handling of customer service and repair merchandise.
• Prepare and distribute weekly reporting and other business information as requested by management.
• Maintain visibility on outstanding tasks, follow up with relevant stakeholders and proactively flag delays or issues requiring management attention.
• Provide flexible administrative and operations support to Retail Director as business needs and priorities evolve.

Qualifications

• Possess a strong ‘can do’ attitude with an understanding of the luxury client experience.
• Bachelor’s Degree preferred.
• 3+ years of relevant professional experience; experience within the luxury, timepiece, or service administrative industry preferred.
• Highly organized, agile, and able to effectively manage multiple priorities in a fast-paced environment.
• Demonstrates strong critical thinking and problem-solving skills with solution-oriented mindset.
• Taking initiative and demonstrates a strong sense of ownership, accountability and consistent follow through.
• Ability to take direction, execute efficiently and proactively follow up on outstanding tasks and priorities.
• Detail oriented and conscientious with a high degree of accuracy and discretion.
• Must be flexible to change and adaptiveness in work responsibilities.
• Availability and flexibility to work to the changing of Boutique schedule.
• Proficiency with MS Office software required – including strong Excel skills; SAP experience preferred.
• Additional language skills are a plus.
• Assist with special projects as needed.
• Able to lift up to 40lbs.

Benefits

• Comprehensive benefits including medical, dental, and vision programs.
• Health savings and flexible spending accounts available.
• Income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Paid time off, a wellness reimbursement benefit, and access to the employee assistance program.
• Volunteer days off to support local community initiatives.

Pay

Expected Salary Range: $32–$35/hour. Salary will be determined based on relevant skills and experience.