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Quality and After Sales Manager
Fendi
New York
Luxury Fashion, Luxury Menswear
Full time
Posted 1 month ago
Copied
Market: NY - New York
Industry Segment: Luxury Fashion, Luxury Menswear
Category: Customer Service
Seniority: Manager
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Position:

The After Sales Manager will be a key partner and link between Fendi Sale teams and vendor relationships delivering a high-level client experience. This role oversees after sales for Fendi Americas, analyzing market needs for quality assurance, retail team training and maintaining strong vendor relationship all whilst driving and delivering Fendi Americas goals.

Job Responsibilities

Store/Vendor Training and Relationship Management:

  • Onboarding of new Store managers on Salesforce as well as Aftersales procedures
  • Liaise with Italy It and Stores on system support and enhancements
  • Assist and partner with inventory team on all quality alerts for boutique
  • Perform periodic stock checks to assess damages in boutique
  • Provide technical expertise for After Sales in store partners
  • Provide verbal or written expertise to all front of house teams and clients
  • Organizing trainings and morning meetings to focus on product care & storage
  • Act as point of contact on quality issues for Customer Relationship Management (Crm) team)
  • Monitor and control stock transfer to/ from Stores and the Repairable Stock location in the warehouse, including inventory balances in Retail Pro (Rpro)
  • Daily contact and interaction with Stores, Production Facility, Repair Vendor and Warehouse
  • Source repair, storage and cleaning vendors for luxury accessories and fur
  • Help to ensure workshop is fully always stocked with office and shipping supplies
  • Manage wholesale repairs as a manual process as well as Spare part ordering through Salesforce and support on customization activity.

Operations:

  • Manage the After Sales Tool in Sales Force and oversee its use by all Usa, Canada, Mexico and Brazil Retail Stores, providing training and one-on one trouble shooting as necessary.
  • Approve all cases entered by the Us by analyzing cases to advise if repairable, damaged, or defective on stock and client cases
  • Manage the Quality Dashboard and reporting to monitor percentage of defective items, main defects, quantities repaired, stock and customer damages
  • Manage outstanding cases for stores with montly reporting as well as spare part delays.
  • Perform administrative and analytical tasks related to repairs and spare parts inventory
  • Responsible for quality check and quality alert on all product categories
  • Assess all incoming repairs and perform inspections to determine authenticity and quality checks to determine repairable or irreparable
  • Perform repairs on Fashion products including but not limited to Leather goods and Costume Jewelry
  • Complete quality check external vendors and develop an audit system
  • Oversee the shipping and receiving of all After Sales related intakes to and from Headquarters, the Repair Centers , Stores and the Italy Production facility
  • Monitor the repairable stock inventory to ensure accurate inventory counts (actual vs. Rpro system
  • Responsible for requesting spare parts from corporate office
  • Responsible for inventory of Com & Stock to ensure they are properly stored
  • Process incoming spare parts, to confirm and to pair with repair claims
  • Monitor the spare parts stock level
  • Partner with Logistics Manager on warehouse damages and training on quality checks

Additional information:

  • 5+ years of experience in the luxury retail with a focus on after sales and operations preferred
  • Excellent technical knowledge and repair skills
  • Ability to interact with internal and external clients in a calm and professional manner
  • Ability to work within a team
  • Ability to solve problems and make sound decisions
  • Desire to be of service to clients and striving to deliver superior customer service
  • Possess a sense of urgency and high level of resourcefulness and self-reliance
  • Attention to detail and strong organizational skills.
  • Strong communication skills, customer service and analytical ability
  • Excellent cross-functional partnership and vendor relationships.
  • Knowledge of Microsoft Office (Excel, PowerPoint, Word) a must
  • Experience with Sap a plus

About Fendi
The house of FENDI was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first FENDI boutique – a handbag shop and fur workshop followed. Soon winning international acclaim, FENDI emerged as a brand renowned for its elegance, craftsmanship, innovation and style. The collaboration with the late Karl

Lagerfeld began back in 1965 and lasted 54 years, in 1992 Silvia Venturini Fendi seconded him in the Artistic Direction. In 1994 she is given responsibility of Leather Goods Accessories and then the direction of the Menswear line. In 2000 the LVMH Group acquires FENDI becoming in 2001 its majority shareholder.

In September 2020 Kim Jones is appointed Artistic Director of Couture and Womenswear, while Delfina Delettrez Fendi, fourth generation of the Fendi family, joins the Maison as Artistic Director of Jewelry.

Today FENDI is synonymous with quality, tradition, experimentation and creativity. www.fendi.com @fendi

Quality and After Sales Manager
Fendi
New York
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New York

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