Swarovski Client Services Specialist

hace 1 mes

Miguel Hidalgo, Ciudad de México Swarovski A tiempo completo

About the Job

The Client Services Specialist is a key role within Swarovski, responsible for supporting the management of business operations across channels and supporting the whole organization across teams to meet business and customer service objectives in Mexico.

  • First-level support for all administrative queries for all sales channels, including systems, password resets, missing/damaged parcels, product availability, credit and stock returns, and order processing.
  • Manage orders, including input, approval, backorders, invoicing, credit/debit notes, and EDI order processing, 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.
  • Use 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 checked/processed, and responsible for single consumer data entry/maintenance activity.
  • Responsible for master data completeness and correctness, including POP, Customer, Consumer, and Prices.
  • Interface and 2nd-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.
  • Support in generating reports until handover to Controlling, as well as ad-hoc reports necessary.
  • Responsible for the collation, initial investigation, and reporting of Grey Market or IP infringement issues to Central.
  • Provide feedback and suggestions for improvement areas to Central.

About You

We are looking for a talented individual with the following 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.

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