After Sales Service & Quality Coordinator

  • Company: Fendi
  • Country / Region : Singapore
  • City : Singapore
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 2 years
  • Reference No.: FEND02393
  • Date of publication: 2022.08.15

Position

The After Sales Service & Quality Coordinator will support on AFSS activities, process and flow coordination. Ensuring the after-sales service completion on time while maintaining customer satisfaction through regular contact with stores within the region. This role will be the main AFSS referent for after sales service matters for Southeast Asia and Australia.


Profile

JOB DUTIES & RESPONSIBILITIES

  • Manage the After Sales Service system and oversee its uses by all stores across Southeast Asia and Australia, provide training and one-on one trouble shooting if necessary
  • Manage the Quality Dashboard and reporting to monitor % of defective items, main defects, quantities repaired, stock and customer damages
  • Partner with 3rd party repair centers on repairs i.e. ensure the quality of repairs and turnaround time
  • Monitor and report on claim data for repairs, alterations, spare part requests, returns and damaged items to ensure the accuracy of information
  • Coordinate with Logistics on shipping and receiving of all after sales related intakes to and from Headquarters, the Repair Centers, Stores and the Italy Production facility
  • Liaise with HQ and Stores on system support and enhancements
  • Monitor the repairable stock inventory to ensure accurate inventory counts (actual vs. point of sales system.)
  • Act as main point of contact on quality issues for Customer Relationship Management (CRM) team.
  • Monitor and control stock transfer to/ from Stores and the repairable stock location in the warehouse, including inventory balances in point of sales system
  • Process purchase orders and vendor invoices for payment
  • Partner with Retail Operations and Internal Control to update the After Sale Guidelines and Procedures in the ‘Store Handbook ‘
  • Gather feedback on quality from stores and share with HQ accordingly   
  • Being the main referent on AFSS matters for Southeast Asia and Australia; attend regular meetings with HQ

 


Additional information

KEY REQUIREMENTS & COMPETENCIES

  • Diploma in any discipline with 3 years of related experience in after sales or quality management
  • Good communication and interpersonal skills
  • Able to work independently but also collaboratively with cross functional teams
  • Attention to detail with strong organizational and follow up skills
  • Proficient in MS Office (Excel, Word)
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