Reference code: JR132943
Since MONTBLANC revolutionized writing culture in 1906 with the first spill-proof fountain pen, we have been known for outstanding craftsmanship, highest aesthetics, and innovative solutions. And we keep pushing the boundaries. We combine the best of tradition, technology and design in writing instruments, watches, leather goods, new technologies and selected accessories. With our name and in our emblem, we embody this mission: to implement bold ideas with outstanding craftsmanship and create refined products for people with highest expectations. In doing so, we are at the forefront of technology and design, drawing on the passion of more than 3,000 employees and living a culture that - like our products - inspires people to unleash their potential, to thrive and to achieve.
At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.
Operations Coordinator, Client Relations
Montblanc | Grand Prairie, Texas
Reports to: Client Relations Manager
Role Overview
Our mission at Montblanc is to deliver an exceptional experience for all clients. Under the leadership of the Client Relations Manager, this 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 and guiding the team towards achieving KPI targets. This person should be passionate about establishing processes and owning the operational and technical elements related to the Client Relations team.
Key Responsibilities
Process & Business Standard
Assist in daily management of web, email and phone cases to ensure Client Relations Assistant Manager is able to properly allocate resources and ensure service levels are met
Support Client Relations Assistant Manager in helping Ambassadors achieve performance targets by providing data as it relates to the established KPIs
Provide on-going operations and systems support for Ambassadors to ensure day-to-day tasks can be completed with no issues
Monitor system issues and blockages and deliver resolutions by opening, tracking and responding to IT tickets in partnership with digital products team
Liaise with After Sales Customer Service Supervisor to drive adherence to the After Sales process for private clients and train team on After Sales inquiries, processes and delivering resolutions
Sales & Order Management
Liaise with Ambassadors to ensure full management of corporate orders secured by team:
Own the creation of sales orders (inputting manual order creations), including the payment management process, to ensure payment is properly processed
Liaise with key members of the distribution and fulfillment center to ensure all corporate orders are fulfilled in a timely and accurate manner (i.e., personalization, gift wrapping, warranty booklets, etc.)
Own the Corporate gift die ordering/personalization process
Provide clear and timely communication to Ambassadors of order process timing to ensure client is properly informed
Work to identify any order process and fulfillment optimizations to continuously refine and enhance existing workflows
NPS (Client Satisfaction and Experience)
Monitor and report back on NPS performance by ambassador and team
Develop clear insights and solutions to address NPS detractors and train team on ways to enhance client experience by analyzing qualitative feedback
Stock Management
Liaise with local Supply & Merchandising team to request stock needs for CRC orders
Provide stock visibility to team across multiple distribution points; manage stock and gift wrap inventory to proactively replenish and ensure future orders can be fulfilled
Manage stock transfers within SAP system for CRC orders
Knowledge Management
Ensure the CRC knowledge database is maintained and updated, aligning with the CRC leadership team and Maison stakeholders as needed
Conduct on-going training and refresher trainings for all ambassadors on operations and processes related to the day-to-day responsibilities
On-going Business Development and Operational Roadmap
Own the operational roadmap to ensure clear processes are established and systems and tools are running efficiently to enhance the client service experience
Ensure an appropriate amount of testing is completed for all product releases for systems used (Salesforce, SAP, new features and releases, etc.)
Assist with special projects, as needed (i.e., testing of new technology rollout, initiatives supporting boutique, outbound clienteling, etc.), providing hands-on support
Report back monthly operational challenges, feedback and opportunities by using insights from data to improve the business
Deliver a yearly operational plan focused on new initiatives and systems based on current performance of CRC and trends seen in client services landscape, competitor brands and the overall luxury industry
Qualifications
College or Technical Degree
Proficiency related to a call center environment with understanding of SAP and other similar client services and CRM tools
Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools
Experience in establishing processes and workflows (along with integrating systems solutions)
5+ years of experience in a luxury retail or service-related industry and understanding of luxury culture
Excellent communication skills, both oral and written, and the ability to handle multiple tasks simultaneously
Passion for assisting clients (internal & external), developing & motivating teams, and the understanding of empathy
An innovative problem solver who thinks outside the box and ability to learn new tools and establish processes
Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.
We Offer – United States
Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.
At Richemont, We Craft the Future!
Salary will be determined based on relevant skills and experience.
