Customer Service and Repairs Coordinator

2 weeks ago

Brisbane, Australia Harrison Human Resources Full time

Central CBD location
- 40% off key account merchandise
- High performing and close-knit team

Our client partners with luxury fashion brands - specialising in watches and are seeking a highly organised and customer-focused individual to join their team as a Customer Service and Repairs Coordinator. Reporting to the Director, you will be responsible for managing all aspects of the repair process, warranty claims, and providing excellent customer service. You will collaborate with internal teams, watchmakers, repair centers, and service providers to ensure smooth operations and exceptional service delivery. This full time role is based in the Brisbane CBD Office.

**Responsibilities**:

- Receive, process, and administer repairs from start to finish, including quoting, obtaining approvals from stores, and communicating with watchmakers and workshops.
- Coordinate parts ordering and correspondence with factories to facilitate efficient repair processes.
- Handle warranty claims from initiation to completion, ensuring accurate documentation and timely resolution.
- Manage invoicing for repair services and process online sales orders for shipment.
- Assist with billing tasks and provide sales admin support, including order receiving and order processing, packing, and shipping.
- Oversee warehouse inventory control and maintenance, including the arrival and dispatch of inventory.
- Track daily dispatches from the previous day to ensure timely delivery.
- Travel regularly and autonomously to the workshop (most days) and warehouse (estimated once a week) for operational needs.
- Lift and move packaging and displays ranging from 5-20kg. Co-ordinate and unpack large freight shipments each quarter into warehouse for bulk stock of displays and packaging
- Monitor and evaluate freight costs from service providers to identify cost-saving opportunities.
- Dispatch watch displays, empty watch boxes, and visual merchandising tools to stores from the office or warehouse.
- Prepare and distribute weekly repair reports to the team.
- Handle customer disputes and resolutions related to repairs and quoting.
- Be onsite to receive all deliveries to the office and occasionally at warehouse
- Maintain office cleanliness and organization, including ordering stationary supplies, managing general cleaning, tidying, and handling dishwashing.
- Assist with group order packing for big orders, usually during seasonal periods.
- Previous experience in customer service or a similar role, preferably within the watch or luxury goods industry.
- Exceptional organizational skills with the ability to handle multiple tasks simultaneously.
- Strong communication and interpersonal skills to provide outstanding customer service and collaborate effectively with internal and external stakeholders.
- Detail-oriented mindset with a focus on accuracy and quality.
- Ability to work independently and autonomously, taking ownership of tasks and problem-solving when necessary.
- Proficient in using computer systems and software for order processing, invoicing, and tracking.
- Physical ability to lift and move packages and displays weighing between 5-20kg.
- Flexibility to travel regularly between the workshop, warehouse, and office locations.
- Strong problem-solving skills and ability to handle customer disputes and resolutions in a professional and satisfactory manner.

What’s in it for you?
- Build a strong network in the luxury fashion space
- Build your career in customer service and get exposure to sales and marketing
- Work in Brisbane’s CBD - close to public transport and beautiful shops and restaurants

If you are passionate about providing exceptional customer service, and working in a fast-paced and dynamic environment, we would love to hear from you.

To apply, please submit your resume and a cover letter outlining your relevant experience and why you are interested in this position. For a confidential conversation, contact Kelly Hallatt on 1300 001 447.

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