Customer Service Specialist

We are seeking a detail-oriented and customer-focused After Sales Coordinator. In this role, you will manage and coordinate all after-sales service activities, ensuring that our customers receive exceptional support and service for their timepieces.

You will be responsible for overseeing repair processes, managing customer inquiries, and collaborating with technical teams to uphold our commitment to quality and customer satisfaction.

Key Responsibilities:

• Act as the primary point of contact for customers regarding after-sales service inquiries and issues.
• Coordinate and manage the repair and maintenance processes for watches, ensuring timely and efficient service delivery.
• Process customer requests for servicing, repairs, and replacements in a precise and customer-friendly manner. This includes the registration of the watch in the system, creation of an estimate of repair, payment and deadlines follow-up.
• Coordinate and manage the sale and ordering process of straps/accessories. Follow-up on timeline, payment and getting item(s) ready for shipment.
• Maintain detailed records of all service requests, repairs, and customer interactions in the database.
• Monitor service appointments and turnaround times to keep customers updated on the status of their watches.
• Address and resolve customer complaints and concerns effectively, demonstrating the brand's commitment to outstanding service.
• Prepare and analyze after-sales service reports to identify trends and areas for improvement in customer service.
• Implement and maintain after-sales service policies and procedures to enhance efficiency and customer satisfaction.
• Conduct follow-up communications with customers post-service to ensure satisfaction and encourage feedback.
• Responsible for inventory management
• Primary admin back up when manager is off or working offsite, and back up to other team members in the sales department
• Responsible for organizing what is needed for watchmaking events, ensuring coordination with the marketing and logistics dept

Qualifications:

• Previous experience in customer service or coordination role, preferably in the luxury goods or watchmaking industry.
• Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
• Excellent interpersonal and communication skills, both written and verbal. Skilled at handling customer complaints and navigating challenging situations.
• Detail-oriented with a passion for watches and a desire to learn about technical aspects of watchmaking.
• Ability to work independently and collaboratively within a team environment.

Benefits:

• Highly competitive medical/vision/dental plan with majority employer contribution
• Basic Life Insurance, AD&D and LTD/STD employer provided benefits at no cost to employee
• Generous PTO/SICK/PERSONAL/HOLIDAY time-off policy
• 401K available with up to 4% employer match

About us:

Nestled in the Swiss Jura mountains between La Chaux-de-Fonds and Le Locle, Girard-Perregaux and Ulysse Nardin combine over more than 400 years of technical mastery and craftsmanship. As among the oldest independent and integrated high-end watch manufactures, they have significantly contributed to the watchmaking industry progress, both from a technical and design point of view.

As a human-sized company, we maintain a close connection to our roots, reflecting our commitment to heritage and tradition, yet infused with an entrepreneurial mindset that is forward-looking and adaptive. Every individual matters here, and we foster an environment where autonomy and responsibility are paramount, empowering our team to thrive and contribute meaningfully to our collective success.