Head of Client Services

4 semanas atrás

São Paulo, São Paulo, Brasil Swarovski Tempo inteiro

About the Role

We are seeking a highly skilled and experienced Head of Client Services to join our team at Swarovski. As a key member of our organization, you will be responsible for providing exceptional support to our clients, ensuring their needs are met and exceeded.

Key Responsibilities

  • Provide first-level support for all administrative queries for all sales channels, including systems, passwords, and product availability.
  • Manage orders, including input, approval, and tracking, in compliance with importation and examination policies.
  • Coordinate stock recall and returns, securing initial authorization and receipt of product.
  • Be the key-user of order and sales operational CGB systems, including SAP, SRP, and EPOS.
  • Coordinate and administer all IR MOB/MUB contracts, including issuing initial contracts and ongoing maintenance.
  • Support back-end activities of the CRM system, ensuring loyalty member data is checked and processed.
  • Responsible for master data completeness and correctness, including POP, Customer, Consumer, and Prices.
  • Be the key interface and 2nd level support to Consumer Services 3rd party Contact Center for cluster-related consumer complaints and query escalations.
  • Support Repair, Warehousing, Custom, and Logistics services until handover to SCM.
  • Support in generating reports until handover to Controlling, as well as ad-hoc reports necessary.
  • Responsible for the collation, initial investigation, and reporting of Grey Market or IP infringement issues to Central.

About You

We are looking for a candidate with a Bachelor's degree and 5+ years of professional experience in a similar role. You should have strong analytical and communication skills, as well as an advance level of English and Spanish. Portuguese is a plus if you are outside Brazil.

What We Offer

You can expect a range of benefits, including Swarovski Products Discount, Medical Insurance, Attractive Conditions for pension funds, Wellness offerings available on-site, Subsidized public transport, and Meal Ticket.

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