Client Care, Assistant Manager

The Client Care Assistant Manager facilitates a seamless, exceptional client journey for aftercare inquiries and repair services with a focus on workshop operations, logistics, and performance.

This role reports to the Senior Client Care Manager AMERICAS and is based in our Long Island City, New York office.

• Organize and monitor daily workshop operations to ensure objectives are met.
• Foster a collaborative and 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; inspect products to validate total repair requirements.
• Handle replacements, upgrades, and “beyond repair” cases.
• Support spare parts inventory management and distribution.

• Partner with Client Services to ensure a smooth client journey and satisfaction.
• Manage high volumes of aftercare and repair inquiries.
• Estimate quotes and delivery timelines for repairs and spare parts.
• Handle workshop-related client complaints; offer creative solutions and timely resolution.
• Support de-escalation of complex client situations; summarize quality issues and feedback to HQ.

• Maintain accurate and complete records in RMS, CEGID, and Salesforce; reconcile discrepancies.
• Process order invoicing, payments, tax calculation, and reminders.
• Manage quotation modifications, approvals, and reminders.
• Adhere to communication procedures, guidelines, and policies.

• Lead initiatives to enhance operational efficiency and efficacy.
• Measure and track KPIs; identify performance gaps to target and create action plans.
• Implement process optimization techniques to improve workflow and productivity.
• Develop Client Care SOPs, manuals, and resource materials.
• Contribute to cross-functional projects and analysis.

• 5+ years of experience in Supply Chain, Operations, or Customer Service in a fast-paced luxury retail environment.
• Strong analytical, organizational, and communication skills.
• Ability to drive operational details and big picture strategies.
• Familiarity with CRM practices; client centric approach with high commercial awareness.
• Self-motivated team player with a resourceful, practical, and agile problem-solving mindset.
• Adept in multi-tasking, prioritizing, and managing time effectively.