Client Care Coordinator, Madison Flagship

The Client Care Coordinator is responsible for managing repair and aftercare activities at the store level while delivering exceptional client experience. This role serves as the primary liaison between clients, retail teams, repair workshops, and logistics partners to ensure timely communication, accurate documentation, and seamless execution of repair and service requests.

Repair & Aftercare Coordination

• Coordinate all repair and aftercare requests from intake through final client delivery.
• Receive, inspect, and verify incoming products against supporting documentation.
• Assess repair requirements and ensure all necessary information is accurately documented.
• Create repair orders, shipping labels, and track products throughout the repair lifecycle.
• Coordinate shipments with logistics providers to ensure timely and secure transportation.
• Monitor repair status and proactively communicate updates to clients and internal partners.
• Manage replacements, upgrades, and products deemed beyond economical repair.
• Order and coordinate spare parts as required.
• Maintain organization of repair inventory, supplies, and related materials.

Client Experience

• Deliver outstanding customer service by providing timely, accurate, and professional support.
• Respond to a high volume of client inquiries via phone, email, and in person.
• Provide repair estimates, quotes, expected completion dates, and shipping information.
• Resolve customer concerns and complaints with empathy while identifying appropriate solutions.
• Follow up with clients to ensure satisfaction upon repair completion.
• Build strong relationships with clients through proactive communication and service excellence.

Administration & Documentation

• Maintain accurate records within company systems, including RMS, CEGID, Salesforce, or other business platforms.
• Process repair orders, quotations, invoices, payments, and related documentation.
• Track quotation approvals, modifications, and customer follow-ups.
• Maintain complete documentation of customer interactions and repair history.

Operations & Continuous Improvement

• Monitor repair turnaround times and support achievement of service level expectations.
• Identify operational issues and recommend process improvements to enhance efficiency.
• Assist with reporting, KPI tracking, and data accuracy.
• Support implementation of new procedures and operational initiatives.
• Maintain inventory of repair supplies and coordinate replenishment as needed.

• Proven customer support experience or experience as aclient service representative
• 3+ years of related experience in fast-paced luxury retail environment or similar
• Professional, strong communication skills both verbal and written
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively