Client Care Coordinator, Beverly Hills

RIMOWA GmbH; Beverly Hills, Northern (CA, KY); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Accommodations available

Job summary

RIMOWA GmbH in Beverly Hills seeks a customer service specialist to manage high-volume inquiries, advise on repairs, and provide timely quotes and timelines.

You will drive client satisfaction using NPS metrics, coordinate logistics across stores, and support parts inventory and post-repair follow-ups. The role requires 3 years in luxury retail, strong communication, CRM familiarity, and the ability to handle diverse personalities in a fast-paced team.

Qualifications

• 3 years in fast-paced luxury customer service or similar.
• Proven ability to meet and exceed quotas.
• Excellent verbal and written communication.
• CRM familiarity and client-centric mindset.
• Able to adapt to diverse personalities and work in a team.

Responsibilities

• Interact with clients to advise on repairs, provide quotes and timelines.
• Ensure client satisfaction using NPS and KPI metrics.
• Handle workshop complaints with timely resolutions.
• Conduct post-repair follow-ups with detractors.
• Coordinate communications and logistics across stores and workshops.
• Inspect goods, manage replacements and spare parts inventory.

Skills

Luxury retail CS

CRM proficiency

Quota attainment

Exceptional communication

Interpersonal skills

Multi-tasking

Time management

Education

High school degree

Job description

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.
• Conduct post-repair detractor calls.
• 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.