Client Care Coordinator

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.

At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.

Please join us to discover your own.

WHAT WE HAVE TO OFFER:

The Client Care Coordinator serves customers by communicating cost and timing of repairs to damaged luggage.

YOUR RESPONSIBILTIES:

• Manage large amounts of incoming emails
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints; provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Advise end customers and other retailers on work required and performed
• Provide estimates and quotes for repairs, shipping and delivery dates as requested
• Liaise with shipping providers to ensure top tier service
• Inspect new and used products to determine the requirement for repair
• Inspect and verify incoming goods against invoices or other documents, record shortages and reject damaged goods
• Order additional repair parts as needed
• Go the extra mile to engage customers
• Responsible for receiving, tracking, label creation, sending orders to clients
• Maintain and order supplies

*These duties outlined reflect the Job description as accurately as possible at this time. Duties are subject to change at the discretion of Management.

PROFILE:

We would like to speak to professionals who possess at least three years’ experience in a fast-paced luxury retail environment with exceptional customer service skills.

Furthermore, we seek:

• Proven customer support experience or experience as a client service representative
• Professional, strong communication skills both verbal and written
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree
• Spanish or French speaking preferred