RSG Customer Service Coordinator

Customer service is at the heart of this role and ensuring a high level of brand and product knowledge is vital to achieve a positive brand experience for our stores and brand partners. Ensure excellent client service by:

• Cultivate new client relationships by developing personalized outreach and engagement strategies.
• Partner with management and the corporate team to develop and implement initiatives that aims toward improved customer satisfaction.
• Consistently follow up with stores and vendors to build rapport, identify opportunities, and resolve issues.
• Effectively resolve client issues by using a variety of communication and problem-solving techniques.
• Coordinating workflow with estimators, watchmakers, and other members of the service network to understand their needs and expectations.
• Prioritizing service requests based on urgency and impact.
• Communicating clearly and concisely with stores, external vendors, and other members of the Retail Service Group throughout the service process.
• Following up on service requests to ensure that they are completed to the manufacturer specifications and client’s satisfaction.

Coordinate tasks and responsibilities with other members of the Retail Service Group to:

1. Achieve department goals by working together effectively.
2. Meet objectives by efficiently allocating resources and completing tasks on time.

Responsibilities

1. Store and Brand Partner Communications
   1. Provide technical assistance to clients on products and services.
   2. Build positive client relationships by checking in regularly and following up on open repairs.
   3. Maintain service records with complete and accurate information to ensure that all teams have a clear understanding of the repair journey.
   4. Identify potential client service concerns and take proactive steps to resolve them.
2. Inventory Management
   1. Coordinate and support inventory flow of product through the shop.
   2. Maintains best practices to maintain inventory control accuracy.
   3. Monitor accuracy of repair’s retail, cost, and margins.
3. Supports Service Production Process
   1. Monitors the service process to ensure that it is running smoothly and meets timelines.
   2. Strong focus on the development and implementation of continuous productivity improvements.
   3. Helps create an environment of accountability that promotes highly engaged, high-performance work teams in a dynamic culture.

Knowledge and Skills

1. Read, interpret, and transcribe data to maintain accurate records by:
   1. Scanning and reading documents quickly and accurately
   2. Understanding and interpreting complex data
   3. Translating data into clear and concise records
2. Demonstrate the ability to multi-task by:
   1. Handling multiple projects simultaneously
   2. Prioritizing tasks and managing time effectively
   3. Switching gears quickly and adapting to changing priorities
3. Speak and listen effectively in dealing with customers/associates, both in person and over the phone by:
   1. Communicating clearly and concisely in both verbal and written form
   2. Building rapport with vendors and associates
   3. Actively listening to feedback and suggestions
4. Demonstrate above average computer skills with a variety of common and proprietary software by:
   1. Proficient in using a variety of software programs, intermediate excel and word processing is a must.

Professional Requirements

1. An associate or bachelor’s degree in business administration, or other relevant major
2. Must have 4-6 years’ experience in customer service.
3. Knowledge of SAP is a plus.
4. Must be proficient in Microsoft Office (Outlook, Word, Excel & PowerPoint) with an ability to learn company-specific programs.
5. Must have excellent verbal and written communication skills, strong interpersonal skills.
6. Ability to prioritize and plan work activities as to use time efficiently is required.
7. Must be organized, accurate, thorough, and able to monitor work for quality.
8. Must be able to sustain level of professionalism, friendly demeanor.
9. The ability to work well with all levels of internal management and staff.
10. Ability to multi-task and handle changing priorities.
11. Able to work well with minimal supervision, self-starter.
12. Ability to learn fast, handle multiple tasks, high energy, sales oriented and an analytical thinker.
13. Collaborator ensuring compliance with established due dates.

Location

Fort Lauderdale, FL