Chanel, Inc.
Location
Croydon, Cambridgeshire | United Kingdom
Job description
An exciting opportunity has become available in the New L’ Atelier for a n Aftersales Representative . You will be joining an e xciting new department and our very first dedicated aftersales boutique .
You will primarily assist in the daily running of the boutique ensuring aftersales clients are welcomed and taken on the ultimate client experience . The role will cover all aspects of client and repair management, including the initial consultation with the client, assessment of repairs and providing updates throughout the process. You will work closely with the in house artisans and seamstresses in order to deliver a unique behind the scenes experience and provide the best solutions to clients requests. Some back of house duties will include liaising with the Croydon Atelier Team as well as the French Atelier Team, repair logistics, ordering spare parts and stock management.
LEVERAGING YOUR EXPERIENCE, CHANEL WILL ENABLE YOU TO...
As part of this exciting new project you will be the face of the department, you will welcome clients into the new dedicated aftersales space providing a luxury experience for all visitors. You will in turn assist the boutique manager and artisans with all administration duties required to achieve company KPI’s . . With 8 collections created per year, each request is unique and should be assessed on a case by case basis. You will use your experience and product knowledge to provide the best solution for the client. Key back of house tasks including a focus on an exp ress repair service for our i conic handbags will also require completion. You will have an eye for detail a good level of practical repair skills. Personal presentation and effective participation in teamwork at all times is of the utmost importance.
RESPONSIBILITIES TO INCLUDE
Engaging with clients to facilitate their repair requests
Timely and accurate completion of all CASS administration, adhering to Boutique/Department store procedures and policies as appropriate ensuring repairs are sent to the relevant workshops within the company guidelines of 3 days after being recorded
Must be able to diagnose the reason for the product being returned and provide an appropriate solution ie in-house repair, send to Croydon, to Paris, credit offer or unrepairable
Perform both express repairs and minor technical repairs on leather goods and costume jewellery (client and stock) according to company repair standards and quality assurance checks outlined in the in-house repair training
Manage all spare part orders and inventory for the boutique
Establish and maintain strong customer relationships by responding promptly and appropriately to all internal and external queries and ensuring that all parties are kept informed as appropriate
Processing all client Credit Notes on CBR
Deliver training to FA’s on CASS and GRACE projects in the boutiques
Conduct interim stocktakes on repair locations
Monthly/quarterly repair audits
Accurate receipt of deliveries, ensuring that goods received correspond with the appropriate documentation
Develop and maintain expert standards of product knowledge. All quality issue information to be shared as appropriate within the Boutique team and relevant head office departments
Liaise with the Department Supervisor, Operations’ Manager and Aftersales Manager on all client complaints
Good communication with the Transport Department to ensure repairs are collected on time
Apply a helpful and courteous manner towards all colleagues, remaining reliable, supportive and flexible at all times
YOU ARE ENERGiSED BY...
WHAT YOU CAN BRNG TO THE TEAM...
WHAT YOU WILL LEARN AND WHAT CHANEL CAN OFFER YOU...
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.
Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide.
As an independent company, its core values are grounded in:
Exceptional creation and client experience
Nurturing human potential
Having a positive impact – on people, the environment and communities around the world.
As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation.
Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people.
Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.
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