Client Care & Repair Experience Specialist

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

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.