Client Care Operations Lead - Luxury Retail

Brobston Group LLC; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Brobston Group LLC in New York seeks a Client Care Assistant Manager to oversee the aftercare and repair journey, focusing on workshop operations, logistics, and cross-functional communication. Based in Long Island City, you will report to the Senior Client Care Manager, Americas, and drive timely, high‑quality service.

You will organize daily workshop operations, streamline communications, verify incoming goods, manage spare parts inventory, estimate quotes, and maintain records in RMS, CEGID,

Qualifications

• 5+ years of experience in supply chain, operations, or customer service within a fast-paced luxury retail environment.
• Familiarity with CRM practices and systems such as RMS, CEGID, or Salesforce.
• Bachelor’s degree required.

Responsibilities

• Organize and monitor daily workshop operations to meet objectives and foster a 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 and inspect products to validate repair requirements; handle replacements, upgrades, and beyond-repair cases.
• Support spare parts inventory management and distribution; manage high volumes of aftercare and repair inquiries.
• Estimate quotes and delivery timelines for repairs and spare parts; handle workshop-related client complaints and post-repair detractor calls.
• Maintain accurate records in RMS, CEGID, and Salesforce; process order invoicing, payments, tax calculations, and reminders.
• Lead continuous improvement initiatives, measure and track KPIs, and develop Client Care SOPs and resource materials.

Skills

Analytical skills

Organizational skills

Communication skills

Client-centric approach

Education

Bachelor’s degree

Tools

RMS

CEGID

Salesforce

Job description

Brobston Group LLC in New York seeks a Client Care Assistant Manager to oversee the aftercare and repair journey, focusing on workshop operations, logistics, and cross-functional communication. Based in Long Island City, you will report to the Senior Client Care Manager, Americas, and drive timely, high‑quality service.

You will organize daily workshop operations, streamline communications, verify incoming goods, manage spare parts inventory, estimate quotes, and maintain records in RMS, CEGID,