Summary
The Client Care Assistant Manager facilitates an exceptional client aftercare and repair journey with a focus on workshop operations, logistics, and performance. The role coordinates workshop workflows, order processing, and cross‑functional communications to ensure timely and high-quality service. This position reports to the Senior Client Care Manager, Americas, and is based in Long Island City, New York.
Responsibilities
- Organize and monitor daily workshop operations to meet objectives and foster a high‑performing environment.
- Streamline communications and logistics across workshops, stores, and clients; oversee receiving, tracking, label creation, and order dispatching.
- Verify incoming goods against documents and inspect products to validate repair requirements; handle replacements, upgrades, and beyond‑repair cases.
- Support spare parts inventory management and distribution; manage high volumes of aftercare and repair inquiries.
- Estimate quotes and delivery timelines for repairs and spare parts; handle workshop‑related client complaints and post‑repair detractor calls.
- Maintain accurate records in RMS, CEGID, and Salesforce; process order invoicing, payments, tax calculations, and reminders.
- Lead continuous improvement initiatives, measure and track KPIs, and develop Client Care SOPs and resource materials.
Requirements
- 5+ years of experience in supply chain, operations, or customer service within a fast‑paced luxury retail environment.
- Strong analytical, organizational, and communication skills with commercial awareness and a client‑centric approach.
- Familiarity with CRM practices and experience with systems such as RMS, CEGID, or Salesforce.
- Self‑motivated team player with practical problem‑solving, multitasking, prioritization, and time management skills.
- Bachelor’s degree required.
