Luxury Client Experience Coordinator

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

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.