Customer Service Advisor

About the role

Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector. Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition. What we expect from our watches, we expect from us: Never stand still.

Role Overview

A.Lange and Sohne is looking for a Customer Service Advisor who will lead the daily operations and administration of our service/repair and watchmaker workshop within our Flagship Boutique in New York City.

Responsibilities

• Serve as a key liaison between Boutique Management, watchmakers, Boutique teams, clients and internal departments, ensuring clear communication and timely follow through on directives and requests.
• Support the day-to-day administrative and operational needs of the workshop, proactively coordinating priorities and following through to completion.
• Manage the preparation, packing documentation and coordination of all incoming and outgoing service/ repair shipments. shipments received, processed, tracked and dispatched accurately and according to schedule and brand standards.
• Execute and follow up on directives from retail operations manager and Retail Director, ensuring actions, deadlines and outstanding items are tracked and completed.
• Maintain an organized and efficient front and back of Boutique workshop environment in accordance with brand standards,
• Provide accurate, timely, and professional communication with Boutique teams and clients regarding service and repair matters.
• Communicate effectively with clients via phone, email, and web inquiries, coordinating internally to ensure timely responses and resolutions.
• Proactively identify potential client or operational issues, particularly related to service lead times, and escalate concerns appropriately.
• Co-ordinate the flow of information and services between watchmakers, boutique teams and other internal stakeholders.
• Maintain spare parts inventory and ensure compliance with Richemont inventory and audit controls.
• Ensure adherence to Richemont Group and A.Lange & Sohne policies and audit requirements in the handling of customer service and repair merchandise.
• Prepare and distribute weekly reporting and other business information as requested by management.
• Maintain visibility on outstanding tasks, follow up with relevant stakeholders and proactively flag delays or issues requiring management attention.
• Provide flexible administrative and operations support to Retail Director as business needs and priorities evolve.

Qualifications

• Possess a strong 'can do' attitude with an understanding of the luxury client experience.
• Bachelor's Degree preferred
• 3+ years of relevant professional experience, experience within the luxury, timepiece, or service administrative industry preferred.
• Highly organized, agile, and able to effectively manage multiple priorities in a fast-paced environment.
• Demonstrates strong critical thinking and problem-solving skills with solution-oriented mindset.
• Taking initiative and demonstrates a strong sense of ownership, accountability and consistent follow through.
• Ability to take direction, execute efficiently and proactively follow up on outstanding tasks and priorities.
• Detail oriented and conscientious with a high degree of accuracy and discretion.
• Must be flexible to change and adaptiveness in work responsibilities.
• Availability and flexibility to work to the changing of Boutique schedule.
• Proficiency with MS Office software required - including strong excel skills, SAP experience preferred.
• Additional language skills are a plus.
• Assist with special projects as needed. - Able to lift up to 40lbs.

Additional information

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer - United States

• Employee wellbeing is a top priority at Richemont.
• We offer a comprehensive benefits program to support employees and their loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are also available.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.

Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $32-35/hour

Salary will be determined based on relevant skills and experience.