Montblanc CRC Operations Administrator

Hamburg • Germany

Tuesday, May 13, 2025

Montblanc, a distinguished name in luxury goods, is renowned for its commitment to craftsmanship and innovation. As part of the Richemont Group, Montblanc offers an inspiring work environment where tradition meets a pioneering spirit. Employees are encouraged to merge their passions with the brand's ethos, contributing to a legacy of excellence and creativity.

1. Manage and ensure CRC operational efficiency, optimizing team performance, processes, and systems to enhance sales and reduce service incidents.
2. Support projects for implementing new features, processes, and functional improvements, including roll-outs of CRC tools.
3. Serve as a point of reference for inquiries on eCommerce and After Sales, addressing questions and complaints.
4. Act as the Point of Contact for Senior Ambassadors for second-level escalation on eCommerce and After Sales topics.
5. Create enhancement requests or tickets for Salesforce, Vonage, SAP, and Fast Project.
6. Monitor CRC KPIs to maintain high service levels, including quality checks and order follow-ups.
7. Coordinate with Demand Planning and Logistics for stock management of CG Orders to ensure product availability.
8. Assist in SAP Gemini account creations and personalization requests.
9. Maintain and update the Sales Force Service Cloud Inbox, ensuring efficient case handling by the CRC team.
10. Update templates and procedures in CRC Sharepoint as needed.
11. Provide feedback to improve service quality, supported by data.
12. Support the CRC team with Salesforce volumes for Point Of Sales service cases.

1. 5+ years of professional experience in E-Commerce or CRC.
2. Fluency in English; additional languages are advantageous.
3. Strong project management and organizational skills.
4. Self-motivated and proactive with the ability to work autonomously.
5. Proficiency in MS Office tools.
6. Excellent verbal and written communication skills in English.
7. Solid knowledge of CRC metrics and tools (CRM, SAP, etc.).

1. Net-savvy with familiarity in web technologies, shop systems, CMS, and web analytics.
2. Strong communication skills in an international environment.
3. Entrepreneurial spirit and problem-solving abilities.
4. Team player with flexibility and interpersonal skills.
5. Complaint management skills.
6. Respect for operating procedures.
7. Time management and organizational skills with the ability to multi-task in a fast-paced environment.

5+ years of professional experience in E-Commerce or CRC is required.

The position offers an international environment with development opportunities, flexible working hours, an attractive company pension scheme, and site services such as a canteen and on-site café. Employees enjoy company sports programs, discounted Urban Sports membership, a subsidized public transport ticket, and free charging stations for electric vehicles. Additional benefits include special conditions on Montblanc and Group brand products, employee benefit portals, 30 days of holiday, regular employee events, and various training opportunities.

Montblanc fosters a culture that blends tradition with a pioneering spirit, encouraging individuality, enthusiasm, and creativity. The environment is cosmopolitan, vibrant, and diverse, inviting employees to exceed expectations and leave their mark. The company values innovation, authenticity, passion, dynamism, and engagement, providing a supportive and inspiring workplace.