This strong Métier role will provide hands on technical expertise in assessing and repairing CHANEL Fashion products that come in through the traditional channels of Aftersales Service, as well as Fashion products onsite that need reparation (i.e. warehouse stock for redeployment, staff sale product, non-congruent returns, etc.). This role will also be responsible for facilitating some administrative tasks related to repairs. They will be required to become an expert in CHANEL quality and overall product care and maintenance requirements, to consistently support the advice provided to our store partners, which impact the overall client experience. This role will be required to make sound decisions with a focus on clients, quality, and inventory management.

Position Responsibilities:

• Assess all incoming repairs for what is reparable and what will not further damage an item. Further perform identified repairs in a timely, professional manner.
• Listen to and work closely with stores to understand client requests, to determine the appropriate action plan daily
• Once trained to CHANEL standards, perform inspections of merchandise to determine authenticity and perform quality checks to determine what is reparable/irreparable, non – authentic and what harbors a potential quality issue
• Analyze several factors including, but not limited to standard lead times, workshop workload, warranty status, and client status during the repair process to schedule and prioritize repair jobs daily
• Possess decision making skills to triage repairs appropriately
• Perform the necessary systematic steps for the repairs (CASS/AX/MMS, etc.)
• Most times a repair will need support from additional team members. These types of situations can occur if the repair becomes complex, if the skill is not perfected by the artisan performing the repair, or if there is a client escalation requiring multiple levels of communication with internal/external partners.
• Repair Artisans are expected to work on repairs independently, unless support is required. This role is expected to possess the ability to assess and execute the necessary repairs per claim. This includes all administrative tasks allocated to the physical repair part of the Aftersales process. Should the repair require additional/different service, this is also expected to be identified independently.

Quality:

• Assist in coordination of quality recalls/alerts; return to vendors, processing credits, and destructions as needed
• Closely review and analyze sensitive quality issues; identify and escalate any product concerns, so that they can be further reviewed at a WW level

Training:

• Take part in trainings offered by Fashion After Sales, as needed for Métier-specific topics
• Local team internal repair training/knowledge transfer to other team members, as needed
• Global Artisan community participation for self-guided trainings and education in order to hone craft and advance skills under the CHANEL repair standards
• Participate in trainings related to craftsmanship of trade, where applicable

Communication:

• Continuous communication with internal (FAS) and external (store partner) teams regarding Fashion repair inquiries on quality and technical expertise; provide clear, concise facts on repairs to support the delivery of a positive client experience
• Work closely with US and Global partners, specifically regional repair associates

You Are Energized By:

• Build strong relationships with partners
• Excellent technical and operational skills to organize and execute repairs
• Strong, clear communication skills: verbal, written, listening
• Ability to work within a team
• Ability to solve problems and make sound decisions from a service-based mindset
• Desire to be of service to customers and striving to deliver superior customer service
• Possess a Sense of Urgency and High Level of resourcefulness and self-reliance
• High level of attention to detail

Position Requirements:

• High School Diploma required
• Associates Degree preferred
• 1-3 years preferred in a repair or technical similar oriented field
• Fashion or Luxury Experience is a plus
• Technical or Design Background preferred