Front and Back Office Representative

Wayne, New Jersey, United States
25 Jun 2022
25 Jul 2022
Job Family Group Description - Supply Chain:
Gathers pre- and post-production cycle jobs in fields such as resource planning, order management, logistics and distribution, warehousing and aftersales repair services.

Job Family Description -After Sales and Customer Service:
Responds promptly to customer inquiries, with in-depth knowledge of products, services and processes. Communicates with customers through various channels. Keeps records of customer interactions, transactions, comments and complaints in order to improve customer service efficiency and ensure a high level of customer satisfaction.

Sub-Job Family Description - After Sales:
Resolves technical difficulties and issues with our customers after a sale. Plays a pivotal role in strengthening the bond between customers and sales staff.

Job Description

After Sales Front and Back Office Representative

Job Family: After Sales, Group Operations

Job Title: After Sales Front and Back Office Representative

Location: Wayne, New Jersey

A global Luxury group, Kering manages the development of a series of renowned Maison's in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maison's to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: "Empowering Imagination."


The After Sales Representative for Front and Back Office delivers the highest level of customer service and ensures smooth organization and flow of the physical After Sales products. The Representative acts as link between Front Office and repair center, to guarantee an outstanding customer experience and satisfy Brand expectations, in line with Kering's vision, mission and goals while complying with the company's policies.


Complete customer request analysis and ensure a complete and prompt feedback to the Front End following internal procedures and cooperating with all the other functions involved in After Sales process (Front End, Back Office, Repairs center). The process includes, but it is not limited to, the following activities:

· Open ticket

· Receive / check tickets

· Evaluate ticket & technical issue (by photo and/or physically)

· Follow and apply Brand policy if requested

· Estimate the potential cost and time of repair

· Handle items in repair center and perform technical analysis in collaboration with Repair Associates

· Reroute ticket & damaged products

· Liaise with the Process and Spare Parts Specialists, by communicating spare parts trends observed.

· Escalate sensitive requests / issues (if needed)

· Solve and close the ticket

In addition, other responsibility connected with the main process are:

· Ensure continuous update of tickets through the system in order to guarantee the After Sales process traceability end-to-end

· Ensure the Data Processing through the Company's after sales tracking and monitoring systems and Inventory Management tools

· Produce, analyze and follow priorities coming from reports on After Sales activities and KPIs for continuous improvement

· Perform all the activities related to shipment and receiving of goods to/from the repair center, to/from stores, customers, vendors and Headquarters

· Manage the physical flow of spare parts (receiving, stocking, picking, shipping)

· Ensure the proper packaging of the items repaired


· Bachelor's Degree

· Experience in After Sales Services/customer service

· Strong customer orientation and sensitiveness to the world of Luxury products

· Good organizational skills

· Strong attention to detail and accuracy

· Dynamic, proactive, self-starter

· Good knowledge of MS Office

· Excellent communication skills

· Ability to work independently, multi-task and work well under pressure in a fast-paced working environment

· Problem solving skills

· Bilingual is a plus (Spanish, Russian or Mandarin / Cantonese / Simplified Chinese)

Job Type

Start Date

Full time

Kering Americas Inc.