Care and Repair Coordinator

Christian Louboutin maintains a number of policies to protect its employees, including a mandatory vaccination policy, subject to reasonable accommodations for covered physical conditions and religious exemptions, as permitted by applicable law.

The Care & Repair Coordinator will support the Care & Repair team activities by assisting multiple counterparts including boutiques, clients, and cobblers in the America’s. They strengthen the After-Sales experience by providing high level service and knowledgeable craftmanship.

• Follow and monitor all Care & Repair requests and processes for the dedicated perimeter, assisting in handling customer, boutique, and cobbler inquiries via call and emails through Salesforce for the Americas.
• Contribute to the organization and execution of spare part orders through Salesforce and deliveries to the clients, cobblers, and boutiques.
• Contribute to the organization and execution of repairs through Salesforce and directly at the office by conducting product inspections and providing the most relevant recommendation to the customers based on the company guidelines.
• Ensure consistency and efficiency with the customer repair services offered within the business.
• Client follows ups for services and cost approval and payment (when applicable) to proceed with repair process.
• Ensure lead times and consistent feedback are provided to clients, internal (teams, boutiques, Central After-Sales Quality Italy, other departments), and external counterpart (cobblers).
• Escalate any issues with recommended solutions to manager and follow up with customer and/or boutique as needed.
• Be the main point of contact for all involved internal and external counterparts for the dedicated perimeter (boutiques, cobblers, Central After-Sales Quality Italy).
• Share processes, best practices, and any relevant training.

• Provide the best possible resolution, experience, and information to all clients, regardless the concerned channels.
• Embody the Christian Louboutin values towards the clients and provide exceptional standards of customer experience.
• Building strong client relationships and client database representing the Christian Louboutin brand image with all customer interactions.

• Developing detailed and extensive knowledge of all products and our brand culture and DNA.
• Familiarize in product information, including knowledge of the design inspirations, the construction and craftsmanship of the products, the materials used, the manufacturing processes, how to take care of the product and all After-Sales needs.

• Work together with your team members to support each other at busy times and in demanding situations, with the daily operations and activities.
• Liaise, build, and maintain relationships with all counterparts (Client Services, boutiques, cobblers, Central After-Sales Quality Italy departments…) to ensure accurate regional data is gathered and submitted to the global Christian Louboutin care and repair community, and to maintain a high level of service in order to improve client experience.
• Partner effectively and collaboratively with all team members to contribute to a professional and rewarding workplace culture.

• Weekly and Monthly Care & Repair activities reports to Management and Monthly follow up with the factory overseas.
• Undertake other relevant duties as may be requested

• 1-2 years of experience in Retail, Customer Service, or similar role
• Proficient in all of Microsoft aOffice/Suite with a strong focus on Excel & Power Point
• Experience in Salesforce is a plus
• Passion for Christian Louboutin and a true ambassador for the brand with…