Client Care Coordinator Jobs

Company Overview:

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.

Client Care Coordinator, Long Island City, NY

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

Location

This role is based in Long Island City, NY.

Your Responsibilities:

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

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:

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