Repairs & Aftersales Coordinator - AccessoriesRepairs & Aftersales Coordinator - Accessories
BurberryFlorenceUpdate time: February 24,2020
Job Description
INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

Coordinating a team of 3 people, the candidate will be the first contact point for our stores/clients being responsible for product repairs from the point of receipt to the return to the store/client.

RESPONSIBILITIES
  • After Sales Services
  • Approach after sales services as a client relationship opportunity and provide the best client experience;
  • Manage and ensure quality issues are properly dealt with;
  • Ensure the organisation of the repair centre area is clear and user-friendly for all team members with a view to maximizing the client experience;
  • Ensure the lead time from receipt to sending is respected;
  • Regularly communication to the Quality Mangers regarding any relevant feedback from the market;
  • Ensure regular communication with the stock team to ensure the correct management of defective exchanges;
  • Manage the Company aftersales feedback with team members and mangers and provide feedback on actions.

 

Repairs

  • Supported by the Technical Manager, assess if products are defective or repairable and answer technical questions relative to defects and repairs;
  • Provide internal clients with repair options and all necessary information (e.g. cost and turnaround time);
  • Partner with logistics manager and ship defective products to appropriate warehouse;
  • Follow up with technical manager to answer technical questions relative to repairs, defective but also products;
  • Order spare parts for repairs and client orders and properly stock them.
  • Follow all policy and procedure to ensure and maintain accuracy and shrink requirements.
  • Participate in necessary supply stocking/restocking.
  • Handle retail/stores via phone providing excellent customer service using tact and diplomacy.
PERSONAL PROFILE
  • Experienced in repair and leather goods After Sales
  • Strongly customer oriented and interested in Repair/After Sales services
  • Professional presentation, excellent interpersonal skills
  • Able to communicate effectively both verbally and in writing
  • Punctuality and schedule flexibility are essential
  • Act as a role model and lead by example
  • Excellent problem solving skills with internal/external clients
  • Excellent IT skills
  • Be a team player; pro-active attitude
  • Ability to learn quickly and maintain a high performance level in a fast-paced environment
  • Ability to solve problems with diplomatic manners
  • Fluent in English and Italian, both written and spoken

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