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Care Service Lead
Cartier
New York
Luxury Watches and Jewelry
Full time
Posted 1 week ago
Copied
Market: NY - New York
Industry Segment: Luxury Watches and Jewelry
Category: Customer Service
Seniority: Supervisor
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

Key Responsibilities

Care Service:

  • Anomaly Report: review daily the boutique anomaly report for discrepancies, identifying and communicating out on issues seeking resolution, share report with boutique population, sorting and noting areas of opportunity to partner on solutions, following up on aging repairs and WFC to complete client journey in a timely and efficient manner that reflects positively on the boutique client barometer.
  • Registration: ensure that all repairs are properly registered, confirming article/serial numbers, proper registration of conditions/items and clear instructions/guidance on services requested and any special notes are clear/concise, these must be immediately moved from registration to diagnosis or direct repair in order to meet established lead-times.
  • Diagnosis: ensure that all repairs in diagnoses are immediately assigned to a watchmaker or, if appropriate, transferred out to meet established lead-times and minimize client wait times regarding length of time to obtain cost estimate.
  • Service Order: review daily all pending work currently assigned to watchmakers and/or transferred out to ensure timely completion of diagnoses to meet established lead-times and minimize time for client to receive diagnosis and cost estimate.
  • Cost Estimate: review pending cost estimates daily to ensure that all admin functions have been completed, and that all service orders have been converted in a timely manner to meet established lead-times.
  • Transfers to/from location: daily review and completion of all transfers to/from other locations is executed in order to meet established lead-times and ensure timely and efficient completion of the repair journey for the client.
  • WFC organization: ensure proper organization and filing of all WFC (waiting for collection) repairs by numeric sequence to minimize search time and facilitate an efficient bi-weekly inventory, reviewing each pouch to ensure proper product is included, verifying article and serial and confirming completion of all requested work.
  • Cs bi-weekly inventory: manage and execute a complete inventory of all WFC (waiting for collection) repairs to confirm system status and physical presence in the boutique, confirming article/serial, reconciling any discrepancies, communicating to management any staff errors that could impact the client barometer or pose a potential loss to the company.
  • Strap bi-weekly inventory: partner with the inventory control specialist to manage and execute a complete inventory of all straps to confirm physical presence, 1st choice condition and pricing information is correct, reconciling any on-hand discrepancies, communicating to management any staff issues that could impact the boutique inventory, boutique tool or pose a potential loss to the company.
  • Status review: review anomaly report to confirm/challenge any discrepancies or vague information, reconciling daily/weekly any items in discretionary status such as “admin hold,” “waiting for client information,” etc., these much be resolved quickly, and all repairs moved back into the repair process flow to manage a timely and efficient client journey.

Operations

  • Inventory Control – proper movement of product in/out of boutique including but not limited to shipments, transfers, and consignments, i.e., tagging, Quality Control, organization, protection, placement in Boutique Inventory Tool, movement to proper fixtures throughout boutique, cycle counts, daily counts, audits and reconciliation/problem solving.
  • POS Procedures – execution and understanding of all POS procedures to both support the sales team and ensure audit compliance, i.e., all tender type processing/policy, tax exemption, 8300 form, external boutique transactions, gift certificates, bank deposits, change requests, daily paperwork, red lights, sales recognition, telephone order, remittance, reservations, and proper preparation of insurance valuations.
  • Boutique Shipping – proper understanding and execution of all brand guidelines regarding shipping and receiving policies.
  • Liaise with other boutiques and departments such as Public Relations, Merchandising, Executive Offices, Help Desk, etc. as needed.
  • Assist with special projects as needed.

Knowledge and compliance.

  • Develop deep understanding and knowledge of brand and products to convey Cartier heritage and values
  • Understand and comply with Cartier security and operational procedures (i.e., POS, cash handling, product handling, inventory control, etc.).

Brand Ambassador

  • Uphold Cartier image by maintaining professional demeanor at all times both in person and via telephone.

Job Profile

  • 4-year College degree preferred
  • Additional language skills (Mandarin, Portuguese, Russian) are a plus
  • Previous administrative experience in luxury retail or hospitality is a plus
  • Previous experience in cash handling
  • Excellent computer skills – Proficiency in Outlook, Excel and Windows is required, previous Sap experience preferred.
  • Excellent interpersonal and communication (written and verbal) skills are required
  • Strong understanding of Customer Service needs and Customer (internal and external) priorities
  • Strong attention to detail and organization with the ability to handle multiple tasks simultaneously and with precision
  • Personal Skills
  • Must be available to work retail hours including weekends
  • Ability to work in a fast-paced retail store environment
  • Ability to project an approachable and professional image in personal appearance, manner, and demeanor.
  • Self-Starter with Team-Player approach

About Cartier

The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 8,500+ colleagues of 90 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.

Care Service Lead
Cartier
New York
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Care Service Lead
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New York

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