Client Care, Assistant Manager

RIMOWA GmbH; New York (NY); On-site; USD 65,000 - 80,000; Full time

Job summary

RIMOWA GmbH is seeking a Client Care Assistant Manager based in Long Island City, New York. This role focuses on enhancing client experiences for aftercare inquiries and repair services while overseeing workshop operations and logistics.

The ideal candidate will have over 5 years of experience in supply chain, operations, or customer service, particularly in the luxury retail sector. Strong organizational and communication skills, as well as a Bachelor’s degree, are essential for success.

Qualifications

• 5+ years of experience in a fast-paced luxury retail environment.
• Ability to drive operational details and big picture strategies.
• Familiarity with CRM practices and a client-centric approach.

Responsibilities

• Organize and monitor daily workshop operations.
• Manage high volumes of aftercare and repair inquiries.
• Lead initiatives to enhance operational efficiency.

Skills

Supply Chain

Operations

Customer Service

Analytical skills

Organizational skills

Communication skills

Education

Bachelor’s degree

Tools

RMS

CEGID

Salesforce

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.
• Conduct post-repair detractor calls.
• 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.
• Bachelor’s degree required.