Operations Coordinator, Client Relations

Key Responsibilities

• Process & Business Standard:
  • Assist in daily management of web, email and phone cases
  • Support Client Relations Assistant Manager in helping Ambassadors achieve performance targets
  • Provide ongoing operations and systems support for Ambassadors
  • Monitor system issues and blockages and deliver resolutions
  • Liaise with After Sales Customer Service Supervisor to drive adherence to the After Sales process
• Sales & Order Management:
  • Liaise with Ambassadors to ensure full management of corporate orders
  • Create sales orders and manage the payment process
  • Work with key members of the distribution and fulfillment center to ensure corporate orders are fulfilled accurately
  • Manage the Corporate gift die ordering/personalization process
  • Communicate order process timing to Ambassadors
  • Identify and optimize order processes and fulfillments
• NPS (Client Satisfaction & Experience):
  • Monitor and report NPS performance
  • Develop insights and solutions to address NPS detractors
  • Train team on enhancing client experience
• Stock Management:
  • Liaise with local Supply & Merchandising team for stock needs
  • Manage stock and gift wrap inventory
  • Proactively replenish stock and ensure future orders can be fulfilled
  • Manage stock transfers within SAP system
• Knowledge Management:
  • Ensure the CRC knowledge database is maintained and updated
  • Conduct on-going training and refresher trainings for ambassadors
• On-going Business Development & Operational Roadmap:
  • Own the operational roadmap
  • Establish clear processes and integrate systems solutions
  • Test new technology rollout and initiatives supporting boutique, outbound clienteling, etc.
  • Deliver a yearly operational plan based on current performance and trends

Qualifications

• College or Technical Degree
• Proficiency in call center environments and SAP
• Experience in establishing processes and workflows
• 5+ years of experience in luxury retail or service-related industries
• Excellent communication skills, both oral and written
• Passion for assisting clients and developing teams
• Innovative problem-solving skills

Benefits

Richelmont offers a comprehensive benefits package including medical, dental, and vision programs, health savings and flexible spending accounts, income protection solutions, paid time off, wellness reimbursement, and access to the employee assistance program.