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CRC Operations Coordinator

3 months ago

Coral Gables, Florida, United States Richemont Full time

CRC Operations Coordinator - LATAM

Coral Gables, FL, US

Permanent

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison's heritage by pushing the boundaries of creativity.

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

Our objective is to create the most exceptional client experience with the most productive environment and team. Doing so with consistency across the network – giving our clients a unified experience throughout North America while enhancing our client development opportunities. To do so, we operate in an appointment recommended model, allowing us to provide clients with the best possible boutique experience, including personalized product curation, attention, and services for their creation.

MAIN PURPOSE

Operations Coordinator will be responsible for assisting the client facing team in the day-to-day operations, focused on driving an enhanced client experience, helping achieve sales growth, supporting IT challenges and maintaining an updated knowledge base for the team. This person should be diligent with establishing processes and owning the operational and technical elements related to the Client Relations team.



KEY RESPONSIBILITIES

Sales & Order Support

  • Support the order flow management, from order acquisition to client delivery.
  • Liaise with local Supply Chain teams to request stock needs for CRC orders.
  • Coordinate with key stakeholders to ensure all orders are fulfilled in a timely manner and advise of any special requests. (i.e., order modifications, personalization, special request, local hand-delivery)
  • Provide clear and timely communication to Ambassadors of order process timing to ensure client is properly informed.
  • Track and follow up on returns & exchanges.
  • Work to identify any order process and fulfillment optimizations to continuously refine and enhance existing workflows.

Analysis and Reporting

  • Establish performance metrics aligned with HQ CRC partners.
  • Monitor and analyze Key Performance Indicators (KPIs) related to service quality, performance, productivity, and client satisfaction.
  • Track client feedback and gather insight to continuously improve service levels, product knowledge and use of tools. (Medallia surveys)
  • Generate monthly report for each market with CRC SLAs, sales progression, and team performance using Looker dashboards.

Systems and Tools Specialist

  • Serve as the first point of contact to support Ambassadors when they encounter technical issues or have inquiries about digital tools; especially related to Salesforce & Vonage.
  • Serve as the Salesforce Champion for the region; liaising with the HQ Team to share feedback, participate in testing and facilitate the implementation.
  • Monitor system issues, blockages and deliver resolutions by opening, tracking, and responding to IT tickets in partnership with the dedicated IT team.
  • Prepare training of releases for existing systems and the launch of new tools.
  • Following implementation of new tool, support on change management activities

Knowledge Base & Training

  • Ownership of a comprehensive Knowledge Base of information pertinent to product, services, policies, and client-facing solutions/offerings.
  • Regularly update and refine knowledge resources to ensure accuracy, relevance, and accessibility for Ambassadors,
  • Act as the knowledge management lead to deliver communications in the team.
  • Conduct on-going training with the ambassadors on operations and processes related to the day-to-day responsibilities.

Operational Processes

  • Own the operational roadmap to ensure clear processes are established.
  • Establish procedures to ensure that the team is using the systems and tools correctly; to maximize efficiency and enhance the client service experience.
  • Assist with special projects, as needed, providing hands-on support.
  • Monthly report of operational challenges, feedback, and opportunities by using insights from data to improve the business.

JOB PROFILE

Education:

College Degree in Business Operations, Management Systems or similar.

Required experience:

  • 2+ years in customer service, retail, service-related industry or equivalent with an understanding of luxury culture.
  • Technical agility and confidence to learn and use multiple applications.
  • Familiar to a call center environment with understanding of CRM tools and other similar client services systems.
  • Experience in establishing processes and workflows, along with integrating systems solutions.
  • English & Spanish required.

Technical skills / abilities:

  • Experience in Salesforce or other comparable email and chat management tools, a must.
  • SAP knowledge, a plus.
  • Proficiency with Microsoft Office
  • Social media experience

Personal skills

  • Organized and efficient for day-to-day operations
  • Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player.
  • Excellent communication skills, both oral and written.
  • Willingness to work flexible hours and holidays.

We Offer

We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future

This job description may not be inclusive of all assigned duties, responsibilities, or job aspects described and is subject to amendment as needed at the sole discretion of the employer

Learn more about life at Cartier

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont