Care and Repair Coordinator

Overview and purpose of role:

In order to support the expansion of the Care & Repair service in Northern Europe, the Care & Repair Coordinator will closely work with internal and external partners in order to provide and maintain a consistently high standard of service to our clientele.

The Care & Repair Coordinator will report to the Omnichannel and Care & Repair Manager, NE.

Key Responsibilities of the role:

-       Follow and monitor the Care & Repair processes and requests for our dedicated area

·      Process incoming customer repairs and coordinate their repair with MM7 Cobbler/ our factories in accordance with current lead times; ensuring clients receive communication upon assessment.

·      Conduct product inspections and provide the relevant recommendation to the customers looking for repair advice, based on the company guidelines.

·      Ensure consistency and efficiency with the customer repair services offered within the business.

·      Ensure lead times are respected and consistent feedback is provided to customers should any delays arise.

·      Be a key contact of our internal and external partners for all Repair & Quality queries.

·      Support with training of C&R Intern/ Admin Assistant

·      Processing of spare part orders and liaising with suppliers to guarantee efficient process – this includes monitoring of shipments and follow up of any outstanding orders.

·      Monitor the service needs of our retail teams, providing prompt and detailed responses always keeping in mind the needs of the client.

·      Daily admin of department organisation and tidiness and management of incoming and outgoing shipments

-       Customer Service

·      Able to offer sound advice and information to customers on product wear and repair processes received through any of our customer service channels.

·      Handle challenging situations in a calm manner, taking into account all required information and clearly and confidently communicating solutions to clients where possible.

·      Escalate any customer repair issues to line manager when necessary with relevant analysis to solve the situation.

·      Build relationship with Customer Service team and retail network to ensure smooth communication and transparency.

·      Work closely with Wholesale Partners, ensuring clear follow up and anticipating needs.

·      Supporting with Minuit Moins 7 customer service.

-       Reporting

·      Provide support in monitoring Care & Repair KPI’s.

·      Ensure products are in line with company quality control standards and report any relevant issues.

·      Collating known issues and cascade information to wider business to ensure clear guidance is given to all respective teams.

Skills and Requirements:

In order to deliver the main responsibilities of the role, the following skills are required:

-       Previous After care and customer service experience

-       Fluent in spoken and written English; another language such as French/Italian an advantage

-       Proficiency in all Microsoft office applications and experience using Salesforce is desirable

-       Product-centric and technical manufacturing knowledge

-       Strong organizational skills, solutions orientated attitude and proactivity are a must

-       Strong communication and interpersonal skills

-       Brand awareness and embody the core values

-       Self-starter and entrepreneurial approach

-       Autonomous working

 

Our business and our Values:

Christian Louboutin opened his first boutique in Paris in 1992. An artist and craftsman with a true passion for shoes, his designs are unique and instantly recognizable, thanks in part to their signature and now trademarked red lacquered soles. The collections for both men and women combine wit, glamour, elegance, and technical proficiency like no other. 2014 welcomed the launched of Christian Louboutin Beaute with its first nail color, Rouge Louboutin. The collection has continued to diversify since then with the launch of lip in 2015, fragrance in 2016 and more recently a wonderful eye collection in 2017. With an extensive range of collections, Christian Louboutin now counts more than 130 boutiques globally.

Our people are at the heart of our brand.

We celebrate individuality and allow the freedom to have responsibility, autonomy, and creativity within your role. Our colleagues have in common the passion and dedication to our Brand, and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity, and respect. We have passion – we drive our business with agility, commitment, and care. We have happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We work with inspiration – we envision the future with confidence, creativity, and freedom.

If the shoe fits, walk with us…

Diversity, Equity and Inclusion

The Maison Christian Louboutin is an equal opportunity employer. We are committed to recruitment practices that do not discriminate against any job applicant because of their race, color, gender, age, nationality, culture(s), religion, sex, physical or mental disability, or age. We believe that a culture of diversity and individuality fosters our core values we listed above. So, if you also share this mindset and these values and you dream of coloring your soles red as part of the Louboutin adventure, please join us!