Customer Order Coordinator

The Skills You'll Need: Sales Administration, Organisation, Attention to Detail, Customer Service

Your New Salary: £31K per annum

Location: Central London, 5 days a week in office

Job status: 1-year fixed term contract, extension possibility

Start date: ASAP

Working hours: 37.5hrs/week, flexible/ either 7.30am - 3.30pm or 8am - 4pm

Who You'll Be Working for: World renowned luxury goods business, role based five days a week in the office.

Customer Order Coordinator - What You'll be Doing Each Day:

Working as a key administrator in the Administration Team, you will ensure that all the client repairs are processed in an efficient, timely and accurate manner as set by the brands. All registration, estimates and invoices are to be completed daily.

Repair registration:

• Client account & product identification
• Recording of product condition (aesthetic defects)
• Recording of client requests
• Inform relevant departments in case of escalations or special attention
• Transfer to diagnosis team

Repair cost estimate creation:

• Know the product catalogs & Brand policies (services, warranty criteria, gratuity criteria etc.)
• Know the spare parts (being able to find a spare part reference, identify a spare part vs. consumable, spare parts included in the service etc.)
• Have leather straps knowledge (color, material, finishing, measurements etc.) & estimate accordingly
• Understand a technical diagnosis & translate it in commercial wording for customers
• Perform spare parts availability check
• Define services & price the repair (service & spare parts)
• Learn the relevant service & invoicing codes
• Be able to estimate the repair lead-time
• Send the cost estimate to the client
• Support internal & Boutique teams in case of training needs or if information is required

Final control / Invoicing:

• Ensure all invoices are completed daily in an efficient & accurate manner
• Perform final aesthetics check of the product before final sealing (serial number check, conformity check, exchanged parts control, product cleaning & sealing etc.)
• Ensure final 'commercial' control (work done & billing request corresponds to estimate)
• Invoice repair & prepare client's documents through precise use of set invoicing codes & comments
• Prepare repair pouch & dispatch to Post Room department, transfer all repairs logically & physically to ensure highest level of security

Post opening:

• Open parcels, handle client products safely & process correctly as per procedures
• Record tracking details accurately to ensure security procedures are followed
• Report & control any discrepancies

Maintenance of the work environment:

• Daily set-up of Administration areas
• Maintain a clear & tidy area to ensure quality & security
• Alert management when stationary orders are required

Development of the UK After sales Service:

• Constantly strive to improve our service by proposing improvements & changes to the day-to-day procedures of the SAV/After sales Team
• To actively participate in and contribute to team & quality meetings
• Implement service changes & developments set out by the brands and group

Other:

• Monitor, process & respond to emails/queries in the shared email inbox (including eye wear repairs)
• Control WIP via reporting tools
• Strictly follow security procedures
• Adhere to Health & Safety regulations & raise potential hazards or risks to management
• To support all company's brands where necessary
• Offer cover & support to other teams in the platform when necessary

Customer Order Coordinator - The Skills You'll Need to Succeed:

• Accurate
• Efficient
• Organized
• Numerate
• Must have excellent attention to detail
• Excellent communication & writing skills
• Good time management skills
• Customer focused
• Strong IT skills & be a fast learner of different systems (including various internal intranets)
• SAP knowledge - is desired

(The role may involve some light physical work: moving boxes, opening and packing)

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We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

People First is committed to increasing diversity, and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability.

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