Summary
The Showroom Administrator / Service Consultant coordinates and manages the full aftercare and service workflow to deliver exceptional client experiences. This role handles intake, tracking, vendor communication, repairs and shipments while maintaining showroom administration and operational compliance. The position supports sales through up-selling and ensures high standards of organization, documentation, and client communication.
Responsibilities
- Deliver professional client service and manage inquiries, updates, and follow ups by phone and email.
- Manage the full repair and aftercare process, including intake, tracking, vendor communication, and client satisfaction.
- Perform watch-related tasks such as sizing, strap changes, and explaining product functions.
- Maintain organization of aftercare and showroom administrative areas, including toolkits, spare parts, and stock systems.
- Complete audits, stock control, end-of-day paperwork, banking, and required documentation.
- Prepare and ship timepieces with proper protection and accurate processing.
- Support sales through up-selling and cross-selling of aftercare and special-order services.
- Collaborate with Service Centers and internal departments to ensure smooth operations and compliance with IT, PCI, audit, and health and safety policies.
- Attend meetings, complete required training, and perform additional duties as assigned; business travel as required.
Requirements
- Strong client service, communication, and interpersonal skills.
- Experience managing operating costs, stock control, and administrative processes.
- Excellent project, planning, change, and time management abilities.
- IT literate and highly numerate with ability to analyze performance and deliver KPIs.
- Results-focused with the ability to prioritize what is important to the business and the client.
- Flexible and adaptable to change; able to collaborate across teams and vendors.
- Jewelry and watch product knowledge preferred.
