Summary
Provide prompt, professional after-sales client service for repairs and boutique-related operational tasks in the Houston boutique. Manage repair intake and pick-up processes, enter and track claims in CASS and MMS, coordinate with workshops and inventory teams, and communicate status and lead times to clients. Support quality checks, processing of stock repairs, and boutique opening/closing activities to ensure optimal client experience.
Responsibilities
- Assist clients with repair drop-off, perform initial assessment, and communicate repair possibilities and lead times
- Enter detailed repair information and generate claims in CASS; process incoming and outgoing repairs in CASS and MMS
- Assist clients at pick-up, confirm completed repairs, and process POS transactions or close claims
- Maintain and manage the Open Claims Report for Fashion and WFJ
- Perform quality checks on returned repairs and follow up with workshops and clients throughout the repair lifecycle
- Coordinate shipping and receiving with clients and workshops and partner with inventory team on quality alerts
- Respond to client and internal emails in a timely manner and partner with boutique team members on escalations
- Process boutique stock repair and damage and support receiving, shipping, and boutique opening/closing operations
Requirements
- Minimum 2 years of experience in fashion or luxury client services
- Excellent communication skills and ability to handle client escalations professionally
- High level of attention to detail, accuracy, and organizational skills
- Proficient in MS Word, Excel, and PowerPoint; experience with CASS and MMS preferred
- Ability to lift up to 15 lbs and perform in-store operational tasks
- Flexible schedule with availability for late nights, weekends, and some holidays
- Ability to thrive in a collaborative team environment and deliver superior client experience
- Foreign language skills preferred but not required
