Service and After-Care Specialist

Job Purpose

The Service and After-Care Specialist role is critical in the overall scope of our business. This position reports to and will assist the Manager of Retail Operations to continuously improve operations for stock intake, product assessment, managing repair vendors and facilitating the customer experience for After-Care services to our clients and retail associates.

This position will collaborate with Manager of Retail Store Operations, Inventory Control Administrator, Client Service team, Buyers and many others to provide clear and consistent guidance to stores, vendors and clients alike.

Responsibilities

• Maintain general service and repair files, documents, and forms
• Expand, Develop and enhance the client experience with excellent customer service and technical knowledge of timepieces.
• Act as the face of the client services and aftercare department by continually improving processes between departments.
• Provide Support for the Operations team in audits, inventory counts and organization of incoming stock.
• Evaluate the condition and mechanical effectiveness of all incoming stock.
• Maintain records of all new purchases and any associated refurbishment costs
• Provide Assessments and detail notes during intake process
• Act as a liaison for all repair vendors by coordinating our service needs and timelines to ensure timely and effective stock repair levels. Analyze individual repair and refurbishment costs by unit.
• Approve/Deny service-based costs when necessary
• Provide feedback to vendors on the effectiveness of their services, turnaround times.
• Review, approve/deny or challenge all billing for service vendors.
• Provide feedback to buyers about products purchased and vendors with an emphasis on costs to refurbish and quality of products being provided.
• Maintain detailed records of warranty repairs by source, cost and brand for all timepieces.
• Maintain detailed records of client warranty effective dates and expirations for all client related repair services.
• Act as a liaison for store service needs in Client After-Care and Stock Repairs with detailed notes and clear communication of costs, parts, timelines and delays.
• Develop and continually improve our processes by providing feedback on policies and procedures.
• Create, Maintain and present monthly reporting and audit analysis of all Service and After-Care department.
• Maintain thorough understanding of all policies, procedures and processes, mainly in the areas of risk management, inventory management, sales processing, and compliance.
• Support Prestige sales transactions for off-sight events and/or Prestige Sales, maintaining detailed records of these.
• Business related travel when necessary
• Other duties and responsibilities as assigned by management

Qualifications

Education

• High school degree/College Degree.

Experience

• Previous experience in Sales, Service and After-Care for timepieces.
• Previous experience in Vintage timepiece repair services.

Skills

• Excellent planning, multi-tasking, and organizational skills
• Strong analytical and problem-solving skills
• Sound judgement with ability to make quick, informed decisions
• Strong verbal and written communication skills
• Flexible and adaptable to change
• Motivated, proactive and dedicated
• Excellent interpersonal and communication skills with the ability to work collaboratively and cross-functionally with all levels of management
• Proficient in Microsoft Office (Word, Excel & PowerPoint)
• Ability to travel to locations within USA to assist with setup, training and retail support

Compensation: $60,000

Documents

• Service and After-Care Development_.pdf (175.04 KB)
• Apply Now