Customer Service Manager Jobs

Who are we?

Jewelry for brilliant women. Valerie Messika created her eponymous brand in 2005 transforming diamonds into Jewelry that has the knack of making your heart stop and your eyes sparkle. Valerie Messika is the heir to her father's history, André Messika, a leader in the diamond trade industry. The Jewelry house is now distributed in more than 500 points of sales in around 75 countries.

The Goal:

Messika USA is distributed in retail stores, in multiple wholesaler accounts and via E-commerce. The company has a strong expansion plan over the coming years, which includes building a team of highly motivated, ambitious individuals who will contribute to the continued growth and development of the brand in the American Market.

The Customer Service Manager is responsible for the support of sales turnover and profitability for the Messika USA (all distribution network) managing and facilitating the full ordering process within the assigned areas, supporting the commercial teams, consistently with headquarters’ strategies and guidelines at the forefront.

The mission regards all product categories (jewelry, high jewelry, packaging, other non-valuable items).

There are 2 Customer Service Managers reporting to the Head of Operations (split by distribution networks). Each manager is responsible for separate tasks, but together form a unified team to cover all areas of responsibility in case of absence.

The Customer Service Manager will be in frequent contact with :

- Boutiques and wholesale teams

- Messika commercial and retail teams

- Final customer (Ecommerce)

- Messika Inventory team (in charge of pick & prepare & ship all orders of Jewelry pcs)

- External 3PL logistic partner regarding non valuable items.

KEY RESPONSIBILITIES

Order Management :

· Provide comprehensive customer service support to all Wholesale, Retail, and Press partners in designated zone

· Serve as first contact for boutique and wholesale teams regarding product knowledge and availability, order entry and follow-up, tracking lead-times

· Support the Sales Directors in providing customers with clear and detailed information pertaining to their customer’s orders, while maintaining a positive, empathetic, and professional attitude at all times

· Collaborate with all business areas to facilitate sales (operations, sales, etc.) as needed.

Delivery lead-times :

· Rigorous and pro-active follow up of delivery lead-times, particularly the orders with imperative communicated lead-times (customer orders, event, boutique opening,…)

· Liaise with headquarter’s customer service department regarding deadlines and shipments from the central stock (particularly special orders, customer orders,…)

Credit Management :

· Liaise with finance department regarding Customer credit

· Take into account the customer credit constraints in the order management

Customer accounts :

· Create and manage the customer account data in the ERP, in collaboration with the Commercial team and the financial team, ensuring that all data are accurate (incoterm, transportation, contact information, pricing, account credits, deadlines, delivery constraints,..).

Consignment management :

· Manage consignment inventories and invoicing for designated zone in collaboration with Finance manager

· Perform regular audits of consignment inventories to ensure accurate record keeping of both Zone and national accounts

· Invoice sold consignment on a monthly basis; keeping detailed records of all transactions

None-valuable orders (packaging, tools, gifts,…) :

· Enter orders for non-valuable materials corresponding to both orders and initiatives

· Monitor and facilitate imports of non-valuable materials arriving in the US

· Calculate (and key in in ERP) packaging orders based on jewelry orders

· Liase with the external 3PL logistic partner in charge of stocking, preparing, shipping all non-valuable items

Involvement in the Operations

· Coordinate logistics of import and delivery of goods and materials for internal and external initiatives, and product orders

· Support preparation of event preparation as needed

Ecommerce (back up of the Customer Service Manager)

· Support e-commerce division of business through customer service and order fulfillment

· Is the final customer contact for any matter (“Messika conciergerie role”) – phone & mail

· Support the business in diffusing customer issues and complaints

· Organize detailed record-keeping of customer interactions, transactions, comments, and issues.

· Operationally manage the full ordering process as well as in the ERP as in the digital platform

The Profile :

Minimum 3-5 years’ experience in related industry, jewelry experience preferred

Bachelor’s degree, preferably in a relevant field of study

Hands-on experience in administrative retail sales support, ideally at the corporate level

Experience with ERP software and knowledge of M3 is a plus

Computer literacy (Office Suite including solid knowledge of Excel)

Fluent in English, French would be a plus

Client-centric with a positive attitude and sensitivity to luxury

Excellent people and communication skills to effectively deal with personnel at very level

Flexibility and ability to work successfully under pressure

Good priority-setting, time-management, and organizational skills

Team oriented with ability to work autonomously