Reference code: JR127628
The story of Cartier is founded on curiosity 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 10,000+ colleagues of more than 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 and innovation.
Reporting to the boutique management, the CS administrator actively participates in the success of their boutique. Their strong customer service skills and impeccable follow-up on administrative tasks allow them to ensure smooth and enriched Client Experience for all CS repair orders.
Key responsibilities
1. Manage customer service back-of house flows
- For each CS order booked in, ensure necessary documentation is collected and perform initial condition check. Additionally, be the client’s point of contact for distant CS service.
- Coordinate secure transportation of repair items to and from internal ateliers, external subcontractors, and directly to clients, preparing all necessary packaging, labelling and shipping documentation
- Coordinate with Cartier’s internal platform to identify the most suitable repair solution for our Clients
- Communicate cost estimates to clients (via Sales Associates or directly, as per Maison policy) ensuring clear and timely information exchange
- Assist with the processing of various customer service documents, including service requests, returns, exchanges, and warranty claims
- Track the status of ongoing repairs and provide timely updates to the Clients
- Receive, book in, and physically integrate spare parts into relevant repairs, updating their status to 'ready to repair' in the system
2. Perform administrative tasks and maintain back-of-house organization
- Maintain accurate and organized physical and digital records related to customer service operations, ensuring data accuracy and confidentiality
- Manage and maintain an organized inventory of waiting for collection and spare parts. Follow-up with clients for specific long pick-up delays cases.
3. Front-of-house to back-of-house flow support
- Work closely with Sales Associates and Watchmakers to ensure efficient flows between FOH and BOH on busy days. For example collect creations from the sales floor and bring them to the Customer Service back-of-house for quick services (watch links adjustment, cordon bracelet changes, battery changes, jewelry cleaning…)
4. Support Boutique Managers and team during key moments of the year and daily operational excellence
- Prepare yearly inventory and regular cycle counts for spare parts and leather straps
- Prepare yearly audits on Customer service scope
- Share expertise, story-telling and operational handling of Customer Service cases with the Sales Associates team
- Infuse continuous improvement mindset on their scope, and overall for boutique daily life and operations
Skills and abilities
- Self-organized, disciplined, compliance skills and strong attention to detail
- Expertise with high standards of quality and accuracy when it comes to CS knowledge
- Comfortable with systems, applications and data handling in general
- Task oriented, a self-starter attitude, as well as a flexible mindset, able to embrace changes
- A passion for watchmaking and Cartier creations is a great plus
- Fluent in English, Dutch is a plus
- Must be available to work retail hours (including Saturdays and potentially Sundays)
- This is a part time position of three days a week
