Client Care Coordinator, Beverly Hills

RIMOWA; Beverly Hills (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

RIMOWA in Beverly Hills is seeking a Client Care Coordinator to manage aftercare inquiries and repair/workshop operations, delivering a seamless, luxury-client experience.

You will handle high volumes, advise clients on work and timelines, coordinate shipping, verify goods, maintain records in RMS/CRM, and resolve issues with creative, timely solutions. A high school diploma and 3 years in luxury customer service are required.

Qualifications

• 3 years of customer service in a luxury retail environment.
• Proven customer support or client service background.
• Track record of over-achieving quotas.
• Excellent verbal and written communication; strong phone skills.
• Familiar with CRM practices; client-centric with commercial awareness.
• Adaptive interpersonal skills and team player.
• Ability to multi-task, prioritize, and manage time.
• High school diploma required.

Responsibilities

• Manage high volumes of repair and aftercare inquiries.
• Advise clients on required and performed work, providing quotes and timelines for repairs, shipping, and delivery.
• Ensure client satisfaction through NPS and KPI metrics.
• Handle workshop-related client complaints; provide creative solutions and timely resolution.
• Go the extra mile to engage clients.
• Streamline communications, inquiries, and logistics across stores and workshops.
• Oversee receiving, tracking, label creation, and order dispatching.
• Liaise with shipping providers to ensure top-tier service.
• Verify incoming goods against all documents; record shortages and reject damaged goods.
• Inspect new and used products to validate total repair requirements.
• Handle replacements, upgrades, and “beyond repair” cases.
• Support spare parts inventory management and distribution.

Skills

Customer service

Communication skills

Active listening

Multi-tasking

Time management

Team player

Education

High school diploma

Tools

CRM systems

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

• Manage high volumes of repair and general aftercare inquiries.
• Advise clients on required and performed work, providing estimated quotes and timelines for repairs, shipping, and delivery.
• Ensure client satisfaction through NPS and KPI metrics.
• Handle workshop-related client complaints; provide creative solutions and timely resolution.
• Go the extra mile to engage clients.
• Streamline communications, inquiries, and logistics across stores and workshops.
• Oversee receiving, tracking, label creation, and order dispatching.
• Liaise with shipping providers to ensure top-tier service.
• Verify incoming goods against all documents; record shortages and reject damaged goods.
• Inspect new and used products to validate total repair requirements.
• Handle replacements, upgrades, and “beyond repair” cases.
• Support spare parts inventory management and distribution.

Data Management & Administration

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