Customer Service Coordinator

Key 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.

Qualifications

• 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.