Omega Luxury Boutique Customer Service Manager - 5th Avenue

Swatch Group (US) Inc. Nyack, NY 2019-07-10

Job description

Job Description: The Customer Service Manager is responsible for daily organization and management of the Customer Service department at the 5th Avenue boutique. This individual will exemplify and ensure compliance to OMEGA standards, policy, procedures, and guidelines


Responsibilities include, but not limited to: · Management o Operating the service department as a business. Focusing consistently on growing the business, comping last year figures and meeting budget. Building the department to a level of 15-20% of the Boutique’s yearly business. o Daily monitoring of service flow (incoming, outgoing) and delays. Assure correctness of execution for all CS steps and provide status updates with appropriate communication to customers when applicable o Measure and report the department’s Weekly/Monthly sales and successes o Responsible for department’s KPI Report o Responsible for department’s complete inventory § Identify and manage inventory of most popular/sought after items after sales products for the CS and Sales Department, § Manage the yearly shrink which includes; · Management of accessories; straps, NATOS, Buckles, etc. · Management of loaner timepieces · Management of spare parts § Lead in the preparation of accessories inventory and reconciliation o Delegate tasks and direct Customer Service team and technicians to ensure maximum productivity o Hire, train and develop the CS team to uphold OMEGA standards of luxury customer service o Measure employees development through qualitative & quantitative monthly, quarterly and annual reviews o Coach team in the moment to maximize efficiency of employees and sustain consistency across the team · Customer Service o Creativity, envisioning ways of creating exceptional customer experiences for all individuals and holding the customer service team accountable to such elevated luxury experiences o Organization, creating a method that ensures exceptional customer service which includes proper information, appropriate service timelines and follow up o Ability to take ownership of situations and proactively deescalate customer issues which include; § Providing secondary level resolutions to escalated client concerns and disputes § Diffusing the mood, tone, language of challenging communication o When applicable, provide resolutions to escalated customer concerns and disputes, be proactive and work with the Boutique Director to deescalate issues before further issues

Professional requirements

Required Skills: · Outstanding organizational and follow up skills · 5 years extensive customer service experience · Proficient in retail POS and SAP required operations · Excellent verbal and written communication skills · Strong analytical and mathematical skills · Proficient in Excel, Word, and PowerPoint · Ability to multitask · Previous mechanical watch experience preferred
Apply This Job