Operations Coordinator, Client Relations

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Operations Coordinator, Client Relations

Montblanc | Grand Prairie, Texas

Reports to: Client Relations Manager

Role Overview

Our mission at Montblanc is to deliver an exceptional experience for all clients. Under the leadership of the Client Relations Manager, this Operations Coordinator will be responsible for assisting the client facing team in the day-to-day operations, focused on driving an enhanced client experience, helping achieve sales growth and guiding the team towards achieving KPI targets. This person should be passionate about establishing processes and owning the operational and technical elements related to the Client Relations team.

Key Responsibilities

Process & Business Standard

• Assist in daily management of web, email and phone cases to ensure Client Relations Assistant Manager is able to properly allocate resources and ensure service levels are met

• Support Client Relations Assistant Manager in helping Ambassadors achieve performance targets by providing data as it relates to the established KPIs

• Provide on-going operations and systems support for Ambassadors to ensure day-to-day tasks can be completed with no issues

• Monitor system issues and blockages and deliver resolutions by opening, tracking and responding to IT tickets in partnership with digital products team

• Liaise with After Sales Customer Service Supervisor to drive adherence to the After Sales process for private clients and train team on After Sales inquiries, processes and delivering resolutions

Sales & Order Management

• Liaise with Ambassadors to ensure full management of corporate orders secured by team:

  • Own the creation of sales orders (inputting manual order creations), including the payment management process, to ensure payment is properly processed

  • Liaise with key members of the distribution and fulfillment center to ensure all corporate orders are fulfilled in a timely and accurate manner (i.e., personalization, gift wrapping, warranty booklets, etc.)

  • Own the Corporate gift die ordering/personalization process

  • Provide clear and timely communication to Ambassadors of order process timing to ensure client is properly informed

• Work to identify any order process and fulfillment optimizations to continuously refine and enhance existing workflows

NPS (Client Satisfaction and Experience)

• Monitor and report back on NPS performance by ambassador and team

• Develop clear insights and solutions to address NPS detractors and train team on ways to enhance client experience by analyzing qualitative feedback

Stock Management

• Liaise with local Supply & Merchandising team to request stock needs for CRC orders

• Provide stock visibility to team across multiple distribution points; manage stock and gift wrap inventory to proactively replenish and ensure future orders can be fulfilled

• Manage stock transfers within SAP system for CRC orders

Knowledge Management

• Ensure the CRC knowledge database is maintained and updated, aligning with the CRC leadership team and Maison stakeholders as needed

• Conduct on-going training and refresher trainings for all ambassadors on operations and processes related to the day-to-day responsibilities

On-going Business Development and Operational Roadmap

• Own the operational roadmap to ensure clear processes are established and systems and tools are running efficiently to enhance the client service experience

• Ensure an appropriate amount of testing is completed for all product releases for systems used (Salesforce, SAP, new features and releases, etc.)

• Assist with special projects, as needed (i.e., testing of new technology rollout, initiatives supporting boutique, outbound clienteling, etc.), providing hands-on support

• Report back monthly operational challenges, feedback and opportunities by using insights from data to improve the business

• Deliver a yearly operational plan focused on new initiatives and systems based on current performance of CRC and trends seen in client services landscape, competitor brands and the overall luxury industry

Qualifications

• College or Technical Degree

• Proficiency related to a call center environment with understanding of SAP and other similar client services and CRM tools

• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools

• Experience in establishing processes and workflows (along with integrating systems solutions)

• 5+ years of experience in a luxury retail or service-related industry and understanding of luxury culture

• Excellent communication skills, both oral and written, and the ability to handle multiple tasks simultaneously

• Passion for assisting clients (internal & external), developing & motivating teams, and the understanding of empathy

• An innovative problem solver who thinks outside the box and ability to learn new tools and establish processes

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

We Offer - United States

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be determined based on relevant skills and experience.