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Swarovski Client Service Specialist

hace 2 meses

Miguel Hidalgo, Ciudad de México Swarovski A tiempo completo
About the Role

The Client Service Specialist will play a pivotal role in supporting the management of business operations across channels and collaborating with various teams to ensure the achievement of business and customer service objectives within Mexico.

  • Provide first-level support for administrative queries across all sales channels, including systems-related issues, password resets, and product availability.
  • Manage orders, including input, approval, and tracking, for all products, including samples and VM materials, in compliance with importation and examination policies.
  • Support and coordinate stock recall/returns, from securing initial authorization to input and approval in SAP.
  • Utilize order and sales operational CGB systems, such as SAP, SRP, EPOS, and Kronos/Quinix.
  • Support back-end activities of the CRM system, ensuring loyalty member data is accurate and up-to-date.
  • Ensure master data completeness and correctness, including POP, Customer, Consumer, and Prices.
  • Interface and provide second-level support to Consumer Services 3rd party Contact Center for cluster-related consumer complaints and query escalations.
  • Support Repair, Warehousing, Custom, and Logistics services until handover to SCM.
  • Generate reports and provide ad-hoc reports as necessary.
  • Collate, investigate, and report Grey Market or IP infringement issues to Central.
  • Provide feedback and suggestions for improvement to Central.
About You

We are seeking a talented and experienced professional who brings the following skills and qualifications:

  • 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.