All Other Miscellaneous Store Retailers (except Tobacco Stores)
Job Type:
Full Time
Job Shift:
First Shift (Day)
Job Location:
St. Thomas
Minimum Education:
High School Diploma
Career Level:
Manager
Minimum Experience:
4 Years
Work Permit:
United States
Required Travel:
Not Required
Apply By:
Jun 30, 2017
Job Description:
Reporting to the CEO and President, this position is responsible for the overall direction ensuring consistency with company strategy, commitments and goals as it relates to Client Services and watch and jewelry repair. Works closely across all departments, including but not limited to Store Operations, Merchandising, Marketing, and Distribution Center.
Client Services
Manage Customer Service staff to handle all customer service calls relating to all stores.
Responsible for staff answering all incoming calls regarding customer service issues, complaints, inquiries, returns, and any other problems.
Responsible for documentation and follow-up within a system whereby all calls are tracked from initial contact, where proper and timely handling is documented, problems resolved, and files closed.
Must be able to successfully interact with customers as well as all department personnel within the company; store management, operations, vault staff, repair center staff, etc.
On an individual basis, must be able to make follow up calls on high end clients to assess customer satisfaction levels.
Provide periodic status reports and make recommendations to enhance sales
Manage and process all repairs including watches and jewelry
Watch and Jewelry Repair
Manage and maintain a high quality and precise after sales service in the repairing of watches and jewelry with a strong emphasis on customer service, sales, and profitability. Responsible for performing timely and consistent watch and jewelry repairs in accordance with established industry standards and procedures.
Assist in the design and development of a watch repair department companywide. Manage and recruit a staff of qualified watch repair personnel and serve as the direct supervisor both in St Thomas and any off island locations.
Implement effective inventory controls that would maintain compliance with Internal Audit standards which would allow for the effective and timely ordering of watch and jewelry parts and supplies.
Ensure knowledge of administrative and clerical procedures and system, filing and records management systems.
Provide helpful and accurate communication and feedback to stores, merchandising department, client services, and customers to ensure personal customer service that would exceed their expectation with both client repairs and stock repairs.
Stock Repair
Coordinates the receiving of repair transfers from all locations into the repair locations.Clearly communicates procedures to stores for proper transfer and tracking of all merchandise.
Determine the most efficient and cost-effective disposition of repair items.Establish procedures and relationship with local repair facility/s as well as vendor warranty centers.
Communicates concerns to merchandisers and operations on a regular basis
Manages packaging and shipping of repair items and the tracking of all shipments.Accountable for all product in off-site repair facilities.
Perform other duties as assigned
Skills Required
Qualifications
5-7 years’ previous relevant experience in Client Services and administration
Self-starter, motivated to manage complex situations
Must have strong customer service skills, ability to analyze situations and provide solutions
Excellent organizational and problem solving ability
Must be able to exercise sound judgment in all situations
Must be able to follow directives and utilize intuition to handle operational situations
Strong Communication skills, both written and verbal. Must have good “people skills”
Monitor customer follow up with direct reports.
Knowledge of retail sales operations, preferably luxury jewelry industry
Prefer a background in customer service, administration, or logistics.
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