Job Description

OVERALL MISSION

The Sales and Service Support Coordinator is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations, Till Controls, Remote Sales, Online Sales). The SSS Coordinator supports the Store Management in the general administration of the store and optimizes day-to-day operations.

MAIN DUTIES

Back Office Customer Service Management

• Support and follow-up of Customer Services

  • Provide high-quality services to customers over email and phone and be responsible for the follow-up for all customer services (customer requests, special and personalized orders, reservations, remote sales, online sales, repair requests) by setting up follow-up routines.

    • Be a partner to sales team to optimize and simplify the back-office follow-up of those services

• Performance follow-up and continuous improvement on Customer Services

  • Assist in tracking and analyzing the business performance of all service-related operations;

  • Reservations and Customer Requests: monitor sales conversion rates, stock on hold, average durations and other relevant KPIs

• Support of store network and call center requests

Store Administration

• HR and Store Team Administration

  • Manage with store staff planning

• Store orders & Maintenance

  • Manage store orders (uniforms, supplies)

  • Follow-up general costs

  • Day to day store maintenance

Till Control Management

• Support on store opening (till opening, key checks etc.) and till closing with sales teams

• Assist in maintaining accurate till controls and cash remittances (to the safe, to the conveyor)

• Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts and forced prices, cancelled sales)

Performance follow-up

• KPI OPS follow-up

  • Monitor, analyze and animate KPI OPS

    • Conversion rate

    • Stock on Hold

    • Average time for reservations and customer requests

    • Number of reservations expired for more than 1 day

PROFILE

• Minimum 3 years of working experience on operations position in retail environment

• Service and customer-oriented (internal and external customers), with excellent communication skills

• Analytical mindset

• Very organized, rigorous, and reliable

• Proficient with Microsoft Office Suite

• Language requirements: English fluent (written and oral) and French or German