Care and Repair Coordinator

Christian Louboutin; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Christian Louboutin is seeking a Care & Repair Coordinator to support the Americas team, liaising with boutiques, clients and cobblers. You will ensure high-quality after-sales service by managing requests, inspections, and product recommendations in line with brand guidelines.

You will work closely with internal teams to track repairs, parts, and deliveries, providing timely updates to clients while upholding the brand’s luxury service standards.

Qualifications

• 1–2 years in retail or customer service.
• Proficient with Excel and PowerPoint; Salesforce experience a plus.
• Strong communication and client relationship skills.

Responsibilities

• Support Care & Repair requests for the Americas via Salesforce.
• Coordinate spare parts orders and deliveries to clients, cobblers, boutiques.
• Inspect products and advise on repairs per company guidelines.
• Maintain timely lead times and clear client communication.
• Escalate issues with recommended solutions to the manager.

Skills

Customer service

Communication

Relationship building

Tools

Salesforce

Excel

PowerPoint

Microsoft Office

Job description

Christian Louboutin maintains a number of policies to protect its employees, including a mandatory vaccination policy, subject to reasonable accommodations for covered physical conditions and religious exemptions, as permitted by applicable law.

Overview

The Care & Repair Coordinator will support the Care & Repair team activities by assisting multiple counterparts including boutiques, clients, and cobblers in the America’s. They strengthen the After-Sales experience by providing high level service and knowledgeable craftmanship.

Responsibilities

Service Delivery

• Follow and monitor all Care & Repair requests and processes for the dedicated perimeter, assisting in handling customer, boutique, and cobbler inquiries via call and emails through Salesforce for the Americas.
• Contribute to the organization and execution of spare part orders through Salesforce and deliveries to the clients, cobblers, and boutiques.
• Contribute to the organization and execution of repairs through Salesforce and directly at the office by conducting product inspections and providing the most relevant recommendation to the customers based on the company guidelines.
• Ensure consistency and efficiency with the customer repair services offered within the business.
• Client follows ups for services and cost approval and payment (when applicable) to proceed with repair process.
• Ensure lead times and consistent feedback are provided to clients, internal (teams, boutiques, Central After-Sales Quality Italy, other departments), and external counterpart (cobblers).
• Escalate any issues with recommended solutions to manager and follow up with customer and/or boutique as needed.
• Be the main point of contact for all involved internal and external counterparts for the dedicated perimeter (boutiques, cobblers, Central After-Sales Quality Italy).
• Share processes, best practices, and any relevant training.

Customer Service & Relationship Building

• Provide the best possible resolution, experience, and information to all clients, regardless the concerned channels.
• Embody the Christian Louboutin values towards the clients and provide exceptional standards of customer experience.
• Building strong client relationships and client database representing the Christian Louboutin brand image with all customer interactions.

Product & Technical Expertise

• Developing detailed and extensive knowledge of all products and our brand culture and DNA.
• Familiarize in product information, including knowledge of the design inspirations, the construction and craftsmanship of the products, the materials used, the manufacturing processes, how to take care of the product and all After-Sales needs.

Teamwork

• Work together with your team members to support each other at busy times and in demanding situations, with the daily operations and activities.
• Liaise, build, and maintain relationships with all counterparts (Client Services, boutiques, cobblers, Central After-Sales Quality Italy departments…) to ensure accurate regional data is gathered and submitted to the global Christian Louboutin care and repair community, and to maintain a high level of service in order to improve client experience.
• Partner effectively and collaboratively with all team members to contribute to a professional and rewarding workplace culture.

Reporting & KPIS Follow up

• Weekly and Monthly Care & Repair activities reports to Management and Monthly follow up with the factory overseas.
• Undertake other relevant duties as may be requested

Skills and Requirements

• 1-2 years of experience in Retail, Customer Service, or similar role
• Proficient in all of Microsoft aOffice/Suite with a strong focus on Excel & PowerPoint
• Experience in Salesforce is a plus
• Passion for Christian Louboutin and a true ambassador for the brand with strong sense of responsibility
• Ideal candidate has work experience in medium sized multinational company or luxury business.
• Additional language fluency is a plus
• Adheres to company policy and confidentiality
• Proactively contributes to creating a team atmosphere that is professional, flexible and enjoyable
• Exudes a “no task is too big or too small” attitude, with initiative, commitment, reliability, and positivity. Does not accept mediocrity
• Versatile; embraces change and can develop and adapt to the needs of the business.
• Driven to learn and grow
• Grasps new concepts quickly, prioritizes efficiently and is organized
• Exceptional customer service skills along with transparent and effective interpersonal, verbal, and written communication skills
• Strong follow up, follow through and attention to detail to ensure deadlines are met
• Strong knowledge of computer systems/programs

Our Business and our Values

Christian Louboutin, founded in 1991 in Paris, is a leading global luxury brand for shoes and leather goods for both women and men. Christian Louboutin is also renowned for its iconic red sole, imagined by Mr. Christian Louboutin himself, a year after the creation of the brand. The brand has more than 160 Boutiques in 38 countries featuring the signature shoes such as the iconic pumps, sneakers and loafers alongside the seasonal collections for women, men and accessories. Christian Louboutin imagines collections through a large spectrum of inspirations emanating from his love of Paris, his travels, and his passion for art and craftmanship. 2014 welcomed the launch of Christian Louboutin Beauté with the iconic Rouge Louboutin nail and lip colour.

Our people are at the heart of our brand.

We celebrate individuality and empower our team members to have responsibility, autonomy and creativity within their roles. Our colleagues share the same 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 feel happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We find inspiration in our work – we envision the future with confidence, creativity and freedom.”

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 above core values. So, if you also share this mindset, these values, and you dream of coloring your soles red as part of the Louboutin adventure, please join us!

In accordance with the New York City Commission on Human Rights and in compliance with the Salary Transparency Law, Christian Louboutin envisions the general compensation range for this position to be $55,000- $65,000 per year. *This range is NOT inclusive of other forms of compensation or benefits such as commissions, overtime, discretionary bonus, health insurance, retirement savings or paid leaves of absence. Such details will be further communicated during the interview process and/or at the time of an official offer of employment.

Your personal data is processed by Christian Louboutin following its legitimate interest to manage applications and ensure the efficiency of its recruitment process. To find out more about the processing of your personal data and your rights, please contact the Privacy team at [e-mail].