Client Care, Assistant Manager

RIMOWA; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

RIMOWA is looking for a Client Care Assistant Manager in Long Island City, New York, to facilitate an exceptional client journey for aftercare inquiries and repair services. This role includes overseeing workshop operations, managing client inquiries, and ensuring efficient logistics.

The ideal candidate will have over 5 years of experience in Supply Chain or Customer Service in luxury retail, along with strong analytical and communication skills. A collaborative spirit and a keen ability to drive operational efficiency are essential.

Qualifications

• 5+ years of experience in Supply Chain, Operations, or Customer Service in a fast-paced luxury retail environment.
• Familiarity with CRM practices; a client-centric approach with high commercial awareness.
• Self-motivated team player with a resourceful, practical, and agile problem-solving mindset.

Responsibilities

• Organize and monitor daily workshop operations to ensure objectives are met.
• Partner with Client Services to ensure a smooth client journey and satisfaction.
• Maintain accurate and complete records in RMS, CEGID, and Salesforce.

Skills

Analytical skills

Organizational skills

Communication skills

Problem-solving mindset

Multi-tasking

Tools

Salesforce

RMS

CEGID

Job description

The Client Care Assistant Manager facilitates a seamless, exceptional client journey for aftercare inquiries and repair services with a focus on workshop operations, logistics, and performance.

This role reports to the Senior Client Care Manager AMERICAS and is based in our Long Island City, New York office.

Job Responsibilities

Repair & Aftercare Operations

• Organize and monitor daily workshop operations to ensure objectives are met.
• Foster a collaborative and high performing environment.
• Streamline communications and logistics across workshops, stores, and clients.
• Oversee receiving, tracking, label creation, and order dispatching.
• Verify incoming goods against documents; inspect products to validate total repair requirements.
• Handle replacements, upgrades, and “beyond repair” cases.
• Support spare parts inventory management and distribution.

Client Services Support

• Partner with Client Services to ensure a smooth client journey and satisfaction.
• Manage high volumes of aftercare and repair inquiries.
• Estimate quotes and delivery timelines for repairs and spare parts.
• Handle workshop-related client complaints; offer creative solutions and timely resolution.
• Support de-escalation of complex client situations; summarize quality issues and feedback to HQ.

Data Management & Administration

• Maintain accurate and complete records in RMS, CEGID, and Salesforce; reconcile discrepancies.
• Process order invoicing, payments, tax calculation, and reminders.
• Manage quotation modifications, approvals, and reminders.
• Adhere to communication procedures, guidelines, and policies.

Continuous Improvement Strategy

• Lead initiatives to enhance operational efficiency and efficacy.
• Measure and track KPIs; identify performance gaps to target and create action plans.
• Implement process optimization techniques to improve workflow and productivity.
• Develop Client Care SOPs, manuals, and resource materials.
• Contribute to cross-functional projects and analysis.

Profile

• 5+ years of experience in Supply Chain, Operations, or Customer Service in a fast-paced luxury retail environment.
• Strong analytical, organizational, and communication skills.
• Ability to drive operational details and big picture strategies.
• Familiarity with CRM practices; client centric approach with high commercial awareness.
• Self-motivated team player with a resourceful, practical, and agile problem-solving mindset.
• Adept in multi-tasking, prioritizing, and managing time effectively.