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Customer Care Advisor | Rado & Hamilton
About Hamilton
Hamilton has been an iconic name in precision watchmaking since its founding in Lancaster, Pennsylvania in 1892. Its watches have synchronized the first railroads and furnished the wrists of soldiers, aviators and Hollywood stars, making over 500 appearances on the big screen. Hamilton has been at the forefront of innovations in design, technology and craft by launching the world’s first electric timepiece in 1957 and LED digital watch in 1970. A member of the Swatch Group, the global leader in watch manufacturing and distribution, Hamilton combines its American spirit with true Swiss precision.
The Role
This role is responsible for being the first point of contact for our Rado and Hamilton customers mostly via e-mail. This is a fast paced, multitasking position where no two days are the same. We require a candidate who has excellent communication skills, is passionate about providing high-quality customer service and can act as the voice of the organisation.
This is a part-time, permanent role (25 hours per week) based Monday - Friday in our Richmond Head Office.
- Responsibility for email inbox, customer care hotline and any other channels dedicated to B2C & B2B inquiries
- Provide support and comprehensive information related to after sales services, warranty and post warranty terms, repair’s, estimations, spare parts availabilities and prices
- Ensure all emails and calls are answered in conformity with company standards
- Log and process all customer enquiries ensuring high attention to detail
- Generate order or repair documentation and match with jobs prior to dispatch
- Notify clients about possible delays and updates
- Proactively follow up payment and collection of completed services
- Ensure deadline and response timeframes are respected at all times
- Maintain and update customer database ensuring accurate log of details
- Collaborate and communicate effectively with key stakeholders to assist with efficient query or complaint resolution
Skills & Experience
- People focused individual who enjoys interacting with customers and businesses
- Experience in fast paced customer enquiry or customer service environment mandatory
- Active listener with excellent telephone etiquette
- A work ethic that understands the importance of going above and beyond to satisfy the customer and exceed expectations
- Excellent data entry, communication and organisation skills
- Proficient computer skills, SAP/similar ERP system, Salesforce and Microsoft Office
- Technical knowledge in the watch making or other repair industry is highly beneficial
- Prior experience in customer care, hospitality or retail industry preferred
How to Apply
Please click APPLY to submit your application.
Technical Support and Spare Parts Coordinator 100%
Stellenbeschreibung
Ersatzteillogistik
Sie übernehmen die Verantwortung für die Lebensdauerbestimmung und Preisgestaltung unserer Ersatzteile. Sie sorgen dafür, dass unsere Produkte weltweit verfügbar sind, und pflegen zuverlässig die relevanten ERP-Daten.
Technischer Kundendienst
Sie unterstützen unsere Kunden bei technischen Anfragen, erstellen praxisnahe technische Dokumentationen und bringen Ihr Know-how aktiv in interdisziplinäre Projektteams ein, mit dem Ziel, Prozesse kontinuierlich zu optimieren.
Profil
Dank Ihrer Erfahrung im Kundenkontakt kommunizieren Sie sicher und serviceorientiert. Strukturiertes und analytisches Arbeiten liegt Ihnen ebenso wie die Arbeit im Team. Ihre hohe Belastbarkeit sowie Ihre ausgeprägte Kommunikationsstärke machen Sie zu einer wertvollen Unterstützung in unserem Arbeitsumfeld.
Berufliche Anforderungen
Sie verfügen über eine technisch fundierte Ausbildung, idealerweise ergänzt durch eine kaufmännische Weiterbildung.
Sprachen
Ihre Muttersprache ist Deutsch und/oder Französisch und sie haben sehr gute Kenntnisse der anderen Sprache. Zudem können sich gut auf Englisch verständigen.
Motiviert?
Sind Sie motiviert, Teil der Rado-Familie zu werden? Als Arbeitgeber bieten wir ein großartiges Umfeld und Vorteile wie:
- Flexible 40-Stunden-Woche
- Zuschuss zu den Krankenversicherungskosten
- Betriebskantine
- Attraktive Weiterbildungsangebote
- Kostenloser Parkplatz
Dann freuen wir uns auf Ihre Online Bewerbung. Bewerbungen müssen zwingend ein Motivationsschreiben, einen Lebenslauf, Arbeitszeugnisse sowie relevante Diplome und/oder Studiennachweise beinhalten.
Sales Manager
Job description
Roles and Responsibilities:
Sales & Retail
- To grant objectives achievement in term of turnover and profitability in the stores.
- Preparing Sales forecast according to the budget/commercial targets in the country per store and employee
- Analyse sales and KPI’s in order to maximise the store performance
- Supervise & Implement actions of turnover of sales, operations strategies to maximize growth potential for the retail business.
- Review and manage inventory levels through identification of appropriate product assortment for corporate stores in line with HQ procedures.
- Oversee the sales and operations of the retail locations and implement rules and procedures according to retail guide lines from HQ
- Creates reports to use on a daily business and develop tools for a daily business in the stores and in collaboration with HQ.
- Help to identify new business opportunities for retail division by detecting potential new store locations across the market and to let approve by HQ.
- Responsible to develop a database with existing clients to maintain good business relationships and new ones in collaboration with marketing activities.
- Evaluate competitive challenges for the brand and identify opportunities for growth and profit enhancement.
Marketing, PR, Retail Design
- Plan and execute local events in a store, promotions and point of sale activities in order to increase sell through levels.
- Respecting brand identity, while ensuring that brand image and position were properly maintained in the stores in line with HQ
- Supervises the proper use of merchandising material in line with HQ VM Guidelines in close collaboration with VM.
Human Resources
- Responsible for hiring of the Area Manager, store managers in cooperation with Brand Manager, Human Resource Manager.
- Overview personnel planning
- Provide continuous on site coaching and development opportunities for Area Manager.
- Monitor & improve Area Manager Performance (against business plan & personal objectives) and ensuring corrective action plans in place.
- Assess Sales Supervisor and provide all effort to resolve problems through visit and ensuring effective communication with all team members on the visit.
- First point of contact for Area Manager.
Leadership
- Regularly meeting with Area Manager
- Evaluate weekly market visit reports
- Assess team performance and provide constructive feedback to support skill development.
General responsibilities
- Conduct and prepare Brand meeting report as well as leading the meetings
- Commission preparation for HQ (All POS)
- Informs the Brand Manager of all and every extraordinary or irregular points and elements in the field of his/her responsibility.
Professional requirements
Qualifications:
- Experience in retail business from 6-8 years of Management position preferably with matrix organization
- English fluent is a must.
- Strong negotiation and Solid communication skills
- Education and Certification Requirements in bachelor's degree above