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Customer Service Coordinator

Bulgari Horlogerie SA

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Customer Service Coordinator

Founded in 1884, Bulgari's name has today become emblematic of Italian excellence. Perfectly b lending tradition and modernity, Bulgari uses its rich history to inspire audacious designs and produce truly colorful creations making us unique. Internationally renowned, from our roots in jewelry and watches we have branched out into accessories, perfumes and luxury resorts. Excellence, enthusiasm and passion are the chemistry of everything we do. In order to strengthen our After Sales Services d epartment, we are recruiting a C ustomer Servi ce Coordinator ( Temporary Contract ) Reporting to our AFSS Supply Chain Manager and w ithin our customer service repair , you act as a first point of contact for all After - Sales inquiries from repair centers, customer services all over the world (technical issue, stock availability, expected delivery date , client's order status , and shipments details) and liaise with the relevant department if necessary. You contribute to get the objective performance of level of service, reliability on customer engagement and ensure that the deliveries to the customer meet the criteria of the company's Key Performance indicators . Accountabilities In this role, you manage the orders received from external repair centres ( order entry in th e system, checking pricing, date of delivery, backorder management, etc...) You work closely with AFSS production planning, Local Administration and Finance & Accounting teams and any other departments that may be involved (Pricing, stock, Invoicing, IT, Packaging..etc), when issues occur, at any stage of the flow (from order entry to delivery to client), in order to obtain a fast resolution and ensure customer satisfaction. You carry out the deliveries to t he customer according to the criteria of the company's Key Performance Indicators by taking care of any urgencies that may be received from customers in a swift manner to ensure timeliness and customer satisfaction. You keep track of all issues related to customers' order to the final delivery (pricing issues, repair availability, shipments). In parallel, you manage Spare parts returns from the repair centers and liaise with the different departments involved for approval and credit Memo. You provide reports and information, related to the assigned market or other activities related to the C ustomer S ervice Department, to Management and/or sales team when required . Finally, you coordinate operational market activities for the assigned market whilst maintaining a positive and enthusiastic approach on any interaction with customers, colleagues and other departments. Qualifications / Professional Capabilities Y ou have minimum 2 years' experience in a Customer Service department, preferably in the luxury watch industry. A technical experience in an After Sales Services sector would be an advantage. You use easily Microsoft Office suite and have str ong computer sk ills, SAP is an asset . Finally, you are fluent in French , English and any other language is an advantage. Customer oriented and flexible , you strive for excellence and continuous improvement for the department. You plan the organization to achieve set objectives and you are dedicated to meeting expectations and requirements of internal and external customer. Your excellent communication and negotiation skills allow you to perform in your daily activities and you are dedicated to clients a nd maintain effective relationship with customers. Thanks to your team spirit, you can build strong links within the team and create a positive and harmonious work environment.

Département RH Rue de Monruz 34 2000 Neuchâtel