Position
Manager, After Sales & Quality - New York City, NY - Client Services
Profile
Position:
POSITION OVERVIEW:
The After Sales Manager will be a key partner and link between FENDI Sale teams and vendor relationships delivering a high-level client experience. This role oversees after sales for FENDI Americas, analyzing market needs for quality assurance, retail team training and maintaining strong vendor relationship all whilst driving and delivering FENDI Americas goals.
RESPONSIBILITIES:
STORE/VENDO TRAINING AND RELATIONSHIP MANAGEMENT
• Onboarding of new Store managers on Salesforce as well as Aftersales procedures
• Liaise with Italy IT and Stores on system support and enhancements
• Assist and partner with inventory team on all quality alerts for boutique
• Perform periodic stock checks to assess damages in boutique
• Provide technical expertise for After Sales in store partners
• Provide verbal or written expertise to all front of house teams and clients
• Organizing trainings and morning meetings to focus on product care & storage
• Act as point of contact on quality issues for Customer Relationship Management (CRM) team)
• Daily contact and interaction with Stores, Production Facility, Repair Vendor and Warehouse
• Source repair, storage and cleaning vendors for luxury accessories and fur
• Help to ensure workshop is fully always stocked with office and shipping supplies
• Manage wholesale repairs as a manual process as well as Spare part ordering through Salesforce and support on customization activity.
• Monitor and control stock transfer to/ from Stores and the Repairable Stock location in the warehouse, including inventory balances in Retail Pro (RPRO)
OPERATIONS:
• Manage the After Sales Tool in Sales Force and oversee its use by all USA, Canada, Mexico and Brazil Retail Stores, providing training and one-on one trouble shooting as necessary.
• Approve all cases entered by the US by analyzing cases to advise if repairable, damaged, or defective on stock and client cases
• Manage the Quality Dashboard and reporting to monitor percentage of defective items, main defects, quantities repaired, stock and customer damages
• Manage outstanding cases for stores with monthly reporting as well as spare part delays.
• Perform administrative and analytical tasks related to repairs and spare parts inventory
• Responsible for quality check and quality alert on all product categories
• Assess all incoming repairs and perform inspections to determine authenticity and quality checks to determine repairable or irreparable
• Perform repairs on Fashion products including but not limited to Leather goods and Costume Jewelry
• Complete quality check external vendors and develop an audit system
• Oversee the shipping and receiving of all After Sales related intakes to and from Headquarters, the Repair Centers , Stores and the Italy Production facility
• Monitor the repairable stock inventory to ensure accurate inventory counts (actual vs. RPRO system
• Responsible for requesting spare parts from corporate office
• Responsible for inventory of COM & STOCK to ensure they are properly stored
• Process incoming spare parts, to confirm and to pair with repair claims
• Monitor the spare parts stock level
• Partner with Logistics Manager on warehouse damages and training on quality checks
Additional information
REQUIREMENTS:
• 5+ years of experience in the luxury retail with a focus on after sales and operations preferred
• Excellent technical knowledge and repair skills
• Ability to interact with internal and external clients in a calm and professional manner
• Ability to work within a team
• Ability to solve problems and make sound decisions
• Desire to be of service to clients and striving to deliver superior customer service
• Possess a sense of urgency and high level of resourcefulness and self-reliance
• Attention to detail and strong organizational skills.
• Strong communication skills, customer service and analytical ability
• Excellent cross-functional partnership and vendor relationships.
• Knowledge of Microsoft Office (Excel, PowerPoint, Word) a must Experience with SAP a plus
