Client Care Coordinator, Beverly Hills

LVMH Group; Beverly (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

RIMOWA is seeking a Client Care Coordinator in Beverly, MA to ensure a seamless aftercare experience for clients. You will handle repair inquiries, provide quotes and timelines, and strive for high client satisfaction metrics within a luxury retail environment.

The role requires superb communication, CRM familiarity, and the ability to multi-task across repairs, logistics, and data management. This position offers a dynamic, customer-focused workplace within the LVMH group.

Qualifications

• High school diploma required.
• Experience in customer service in luxury retail preferred.
• Strong communication and interpersonal skills.
• Proven ability to meet quotas and handle high call volumes.
• Familiarity with CRM practices and customer-centric approach.

Responsibilities

• Manage high volumes of repair and general aftercare inquiries.
• Advise clients on needed work with quotes and repair timelines.
• Ensure client satisfaction through NPS and KPI metrics.
• Handle workshop-related client complaints with timely resolutions.
• Conduct post-repair detractor calls and engage clients.
• Streamline communications, inquiries, and logistics across stores and workshops.
• Oversee receiving, tracking, label creation, and order dispatching.
• Liaise with shipping providers for top-tier service.
• Verify incoming goods against documents and record discrepancies.
• Inspect products to validate repair requirements and manage replacements.
• Support spare parts inventory management and distribution.
• Maintain accurate records in RMS, CEGID, and Salesforce; reconcile discrepancies.
• Process CEGID invoicing, PBL creation, tax calculation, and reminders.
• Manage quotation modifications, approvals, and reminders.
• Follow established communication procedures and policies.

Education

High school diploma

Tools

CRM software

Job description

The Client Care Coordinator facilitates a seamless client experience for aftercare inquiries and services, with a focus on repair and workshop operations.

Job responsibilities

Client Interaction & Support

• o Manage high volumes of repair and general aftercare inquiries.
• o Advise clients on required and performed work, providing estimated quotes and timelines for repairs, shipping, and delivery.
• o Ensure client satisfaction through NPS and KPI metrics.
• o Handle workshop-related client complaints; provide creative solutions and timely resolution.
• o Conduct post-repair detractor calls.
• o Go the extra mile to engage clients.

• o Streamline communications, inquiries, and logistics across stores and workshops.
• o Oversee receiving, tracking, label creation, and order dispatching.
• o Liaise with shipping providers to ensure top-tier service.
• o Verify incoming goods against all documents; record shortages and reject damaged goods.
• o Inspect new and used products to validate total repair requirements.
• o Handle replacements, upgrades, and “beyond repair” cases.
• o Support spare parts inventory management and distribution.

Data Management & Administration

• o Maintain accurate and complete records in RMS, CEGID, and Salesforce internal systems; reconcile RMS discrepancies.
• o Process CEGID invoicing, PBL creation, tax calculation, and reminders.
• o Manage quotation modifications, approvals, and reminders.
• o Follow communication procedures, guidelines, and policies.

*These duties outlined reflect the Job description as accurately as possible at this time. Duties are subject to change at the discretion of Management.

Profile

• 3 years customer service experience in a fast-paced luxury retail environment.
• Proven customer support or client service representative background.
• Track record of over-achieving quotas.
• Exceptional verbal and written communication skills; strong phone contact handling and active listening.
• Familiarity with CRM practices; client centric approach with strong commercial awareness.
• Ability to adapt to different personalities, demonstrating excellent interpersonal skills.
• Self-motivated team player with a resourceful, practical, and agile problem-solving mindset.
• Ability to multi-task, prioritize, and manage time effectively.
• High school degree required.

Additional information

RIMOWA welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates at all stages of the recruitment and selection process.

It is not only the ambition to craft exceptional luggage but also the courage to question the status quo that lies at the heart of everything RIMOWA does. Since its founding by Paul Morszeck in 1898, RIMOWA has cultivated the pioneering spirit that is evident in every suitcase built. Inheriting his father’s visionary approach, it was Richard Morszeck who – inspired by the early days of aviation – discovered grooved aluminium as the ideal lightweight material for RIMOWA suitcases. A design classic was born. With the same ingenuity and courage as his father and grandfather, third generation owner Dieter Morszeck paved the way for RIMOWA’s global success. Thanks to his focus on state-of-the-art technology, uncompromising quality and timeless design, RIMOWA suitcases have become the global companion of choice for a sophisticated clientele. Today, with 3,000 employees worldwide, RIMOWA continues to combine craftmanship with precision technology and a commitment to courageous innovation, staying true to its heritage in today’s ever-changing world.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams. Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.