Manager, After-Sales Service and Customer Quality

  • Company: Celine USA
  • Location: United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 2 years
  • Reference No.: CELI01360
  • Date of publication: 2018.10.14

Position

This position is responsible for customer quality and after-sales services/operations of Celine US for all product categories (LG/RTW/Shoes/Accessories), assuring daily contact with the stores and wholesalers.

Position Responsibilities:   

  • Ensures set-up of processes/methods in the US and support the stores/wholesalers
  • Develops kpis and maintain regular reporting to insure good follow up of the activity
  • Evaluates & proposes improvement projects in the zone, ensures continuous improvement for throughput and cost reductions
  • Collects, analyzes and assess claims + Update /maintain claims follow-up in the system
  • Manages relationships with the stores/wholesalers of the zone as far as service execution is concerned and quality standards in order to support the After Sales offer
  • Is the referent for all US stores & Wholesalers as far customer quality and after-sales questions/topics are concerned
  • Ensures repair centers proceed in a compliant manner with Celine quality standards & expectations
  • Is accountable for repair lead-time and service level in the US (monthly reporting & analysis)
  • Secures quality checks of products received at the Central Warehouse in the US 
  • Is up-to-date at any time on key products specificities & technical details
  • Trains and supports Retail stores and wholesale, in collaboration with the Regional Training team, in knowing and following the quality guidelines and procedures
  • Insures that the Retail organization & Wholesale is trained at the required level on Quality topics (how to handle the product, how to store the product, how to identify a quality problem, how to report Quality problems,) and that quality rules are followed.
  • Collaborates and contributes to helping Celine US to detect Quality issues and to continuously improve product quality or repair quality
  • Creates, updates and/or roll out procedures, tool, training programs and material for US stores (quality news, training handbook, etc.) 
  • Is the zone ambassador towards Central, ensuring feedback back and forth regarding customer quality
  • Provides feedback and reporting to Central teams to improve our products quality
  • Fosters a sense of teamwork throughout the organization.                              

 

 


Profile

Position Requirements:

  • Bachelor degree
  • 3+ years experience in a retail environment with emphasis on operations, store management or manufacturing environment
  • Outstanding organization skills and attention to detail
  • Experience in working independently and leading projects
  • Ability to meet deadlines
  • Teamwork oriented
  • Strong communication, interpersonal and problem solving skills, ability to work across functional areas
  • Computer skills
  • Knowledge of Celine products
  • Strong communication and adaptation skills to insure good partnership with our repair center & stores/wholesalers
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Fashion & Leather Goods

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