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Kering Front And Back Office Representative

Company

Groupe Kering
Address , Wayne, Nj
Employment type FULL_TIME
Salary
Expires 2023-07-22
Posted at 11 months ago
Job Description
Summary
The After Sales Representative for Front and Back Office delivers the highest level of customer service and ensures smooth organization and flow of the physical After Sales products. The Representative acts as link between Front Office and repair center, to guarantee an outstanding customer experience and satisfy Brand expectations, in line with Kering’s vision, mission and goals while complying with the company’s policies.
KERING Front and Back Office Representative
Job Family: After Sales, Group Operations
Job Title: Front and Back Office Representative
Location: Wayne, New Jersey

A global Luxury group, Kering manages the development of a series of renowned Maison’s in Fashion, Leather Goods, and Jewelry: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maison’s to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination.”

HOW YOU CONTRIBUTE
  • Open ticket
  • Solve and close the ticket
  • Estimate the potential cost and time of repair
  • Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Repairs center). The process includes, but it is not limited to, the following activities:
  • Receive / check tickets
  • Handle items in repair center and perform technical analysis in collaboration with Repair Associates
  • Evaluate ticket & technical issue (by photo and/or physically)
  • Escalate sensitive requests / issues (if needed)
  • Reroute ticket & damaged products
  • Laisse with the Process and Spare Parts Specialists, by communicating spare parts trends observed.
  • Follow and apply Brand policy if requested

In addition, other responsibility connected with the main process are:
  • Manage the physical flow of spare parts (receiving, stocking, picking, shipping)
  • Produce, analyze and follow priorities coming from reports on After Sales activities and KPIs for continuous improvement
  • Ensure the Data Processing through the Company’s after sales tracking and monitoring systems and Inventory Management tools
  • Ensure the proper packaging of the items repaired
  • Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end
  • Perform all the activities related to shipment and receiving of goods to/from the repair center, to/from stores, customers, vendors and Headquarters

WHO YOU ARE
  • Experience in After Sales Services/customer service
  • Strong attention to detail and accuracy
  • Good organizational skills
  • Bilingual is a plus (Spanish, Russian or Mandarin / Cantonese / Simplified Chinese)
  • Excellent communication skills
  • Dynamic, proactive, self-starter
  • Bachelor’s Degree
  • Ability to work independently, multi-task and work well under pressure in a fast-paced working environment
  • Strong customer orientation and sensitiveness to the world of Luxury products
  • Good knowledge of MS Office
  • Problem solving skills
Job Type
Regular
Start Date
2023-08-18
Schedule
Full time
Organization
Kering Americas Inc.