Client Service Specialist

hace 3 semanas

Miguel Hidalgo, México Swarovski A tiempo completo

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 DaysSupport 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/QuinixSupport 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 SCMSupport in generating reports until handover to Controlling as well as ad-hoc reports necessaryResponsible 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 CentralProvide feedback as well as any other ideas to Central on any improvement areasAbout 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-howAdvanced verbal communication and presentation skillsExcellent organizational and planning skillsStrong 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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