Client Service Specialist

hace 2 semanas

Miguel Hidalgo, México Swarovski A tiempo completo

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a Client Services Specialist where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.

About the job

The Client Services Specialist is responsible for supporting the management of business operations across channels and supporting the whole organization across teams so that business and customer service objectives can be met within México.
- First level support (1-to-1) for all administrative queries for all sales channels (SR, IR MOB/MUB) e.g. queries relating to systems (SRP, EPOS etc.), resetting passwords, missing/damaged parcels and POS, product availability, credit and stock returns, C&C or C&R orders and invoices etc.
- Manage orders (input/approve in SAP, backorders, invoicing, credit/debit notes, EDI order processing etc.), for all products including samples and VM materials, in compliance with importation and examination policies and track deliveries for IR MOB and MUB Accounts, as well as additional special processes required by Key Accounts and order support for e.g. Dealer Days
- Support and coordinate IR MOB/MUB stock recall/returns from securing initial authorisation and receipt of product, through to input and approval in SAP.
- User of order and sales operational CGB systems e.g. SAP, SRP, EPOS and Kronos/Quinix
- Support back-end activities of the CRM system, ensuring loyalty member data is checked/processed. Responsible for single consumer data entry/maintenance activity.
- Responsible for master data completeness and correctness (POP, Customer, Consumer, Prices)
- Interface and 2nd level support to Consumer Services 3rd party Contact Center for cluster related consumer complaints and query escalations

(Where not outsourced, existing local services remain for the time being)
- Support Repair, Warehousing, Custom, Logistics services until handover to SCM
- Support in generating reports until handover to Controlling as well as ad-hoc reports necessary
- Responsible for the collation, initial investigation (e.g. is the website run by a locally approved stockist) and reporting of Grey Market or IP infringement issues to Central
- Provide feedback as well as any other ideas to Central on any improvement areas

About you

We are looking for a unique and amazing talent, who brings along the following:

- Minimum 2 years of work experience in a fashion customer
- and commercial
- focused retail environment.
- Minimum 1 year of work experience in a similar customer service role in a Consumer Goods Business ideally with SAP/Micros, etc. know-how
- Advanced verbal communication and presentation skills
- Excellent organizational and planning skills
- Strong customer service focus and relationship building skills.
- Proactive problem solver with ability to manage change effectively.
- Ability to manage multiple stakeholders.
- English is a must.
- Knowledge in Excel and Analytics Tools.

About Swarovski

Swarovski is a Wonderlab where magic and science meet.

Swarovski unifies all parts of its organization under one spellbinding idea and brings forward a wondrous new world of crystal craftsmanship. Founded in 1895 in Austria, the company designs, manufactures and sells the world’s highest quality crystal, genuine gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group.

A responsible relationship with people and the planet has always been an integral part of Swarovski’s heritage. This manifests today in the company’s well-established sustainability agenda with youth-focused education programs and foundations to promote human empowerment and conserve natural resources to achieve positive social impact.

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