At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.
We are looking for an After Sales Coordinator for the boutique. They will be vital for ensuring the highest standards of providing customers with prompt, professional, warm and courteous service, while handling quality control, after sales maintenance, and repair process.
What Impact You Can Create at CHANEL:
Repairs Processing & Quality Control:
- Facilitate take-in of repairs and assess for reparability of products.
- Manage client expectations by communicating repair details, condition, and projected outcome at time of drop off.
- Administer repairs within CASS system – responsible for entering in repairs, processing and preparing for shipment of repairs, receiving repairs and preparing for client pick-up. Ensure that all paperwork is accurate throughout processing.
- Monitor lead times and follow up with workshops in partnership with Fashion Advisors on outstanding repairs
- Responsible for Open Claims Audit Reports
- Update CASS accordingly throughout repair life cycle, noting all client correspondence
- Process all stock repairs, both outgoing and incoming, which includes transfer in MMS.
- Oversee spare parts for boutique – process and track in CASS, place weekly parts orders, and process shipments to workshop.
- Conduct QA on boutique stock and alert Corporate Fashion After Sales on any quality issues. Lead stock checks during “Quality Alerts” and shipments of affected units.
After Sales Service and Client Follow-Up:
- Manage all client follow up throughout life cycle of repairs which includes status updates, quality assessments, quotation approvals (both Fashion and WFJ), and additional repair service approval.
- Communicate any client approvals or retrievals to workshops.
- Coordinate completed repair shipments back to clients.
- Work with Fashion Advisors to resolve any client escalations, looping in Boutique Management when needed.
- Lead 'Product Specs/Care Instructions' training for each season in partnership with the Fashion Advisors.
- Train all Boutique Associates on any new After Sales policies and procedures.
- The history and heritage of The House of CHANEL
- Demonstrating your expertise knowledge of customer service principles and practices
- Utilizing your high-level of attention to detail and accuracy
- Your desire to collaborate effectively with a diverse team
- The opportunity to multi-task projects in a dynamic, fast paced environment
- Minimum 2 years of related experience
- Minimum High School Diploma
- Basic computer skills
- Excellent written and verbal communication skills
- Experienced in multi-tasking and the ability to promptly handle customer inquiries and complaints
- Ability to make difficult decisions, with the best interest of the CHANEL brand, and with the best interest of the client
- Ability to lift 15 lbs.
- A flexible work schedule with the ability to work late nights, weekends, and some holidays
The anticipated base salary range for this position is $22 through $30. Base salary is one component of the total compensation for this position. Other components [may/will] include additional compensation, benefits and perks.
Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:
- At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
- We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.
- CHANEL Community empowers our employees to channel their passions, talents and sense of purpose to contribute to and learn from our communities.
- Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.
- CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
- Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.
- We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.
Career and Leadership Development:
- We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.
- Base salary, bonus potential and other forms of variable pay [may/will be] offered for this position
- Flexibility (flexible time and hybrid work options)
- Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure and Wellbeing Days in Retail) and a Wellbeing fund
- Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
- Generous paid time off policies to include vacation, holiday, sick and volunteer days
- 401K, pension and other incentives
- Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
- Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.
