Sales & Service Support Executive

Roles & Responsibilities

1.

Back Office Customer Service Management

Management and follow-up of Customer Services


* Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)


* Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests)


* Be a real partner to sales team to optimize and simplify the back-office follow-up of those services

Performance follow-up and continuous improvement on Customer Services


* Be responsible for the business performance of all service-related operations


* Monitor conversion rates and average duration for reservations and customer requests


* Monitor lead times at each relevant step of the aftersales & repair life cycle


* Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

2.

Internal Control & Procedures

Till Control


* Support till activities only if needed

Stock Control


* Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies

Compliance and knowledge on internal procedures


* Manage the store archiving for relevant documents, following local and group internal control rules


* Be responsible for the application of procedures related to internal control and health & safety


* Support sales teams through the use of digital tools and be the store's key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue

3.

Store Team Administration

Store Admin


* Assist in managing the staff rota to optimize sales floor coverage


* Coordinate with external agencies to plan external / temporary staff


* Manage and organize internal communication


* Plan monthly staff roster

Store orders


* Be responsible and supervise the allocation of staff uniforms


* Organize the supply of office stationery, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing


* Follow-up on general costs

Maintenance & Security


* Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely interventions


* Manage internal and external security agents

Profile


* Passionate about retail and luxury


* Significant previous experience in administrative / operations position, preferably in Retail environment


* Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate


* Service and customer-oriented with excellent communication skills


* Proficient with Excel / IT tools


* Team player


* Language requirements: fluency in English is mandatory (written and oral)