Rimowa Client Services Advisor

Rimowa, a distinguished brand within the Fashion & Leather Goods sector, is renowned for its exceptional craftsmanship and innovative designs. As part of a prestigious conglomerate, Rimowa offers a dynamic and enriching work environment that fosters professional growth and excellence.

1. Deliver superior, personalized service to address client inquiries via all available channels.
2. Achieve SLAs for customer-related contacts and troubleshoot customer-facing issues in a timely manner.
3. Provide qualitative and quantitative feedback to internal teams.
4. Foster customer relationships and deliver a positive experience across all omni-channel activities.
5. Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience.
6. Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations.
7. Manage fraud management investigations and analytics.
8. Work cross-functionally with the retail and after-care teams.
9. Identify recurring customer service patterns to develop a more efficient process.
10. Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines.
11. Post-purchase: assist with return processes, and omnichannel fulfilments.
12. Provide estimates and quotes for repairs, shipping, and delivery dates as requested.
13. Inspect new and used products to determine the requirement for repair.
14. Inspect and verify incoming goods against invoices or other documents, record shortages, and reject damaged goods.
15. Order additional repair parts as needed.
16. Engage customers by going the extra mile.
17. Responsible for receiving, tracking, label creation, and sending orders to clients.

1. Eligible to work in the United States.
2. Bachelor’s Degree or equivalent experience.
3. Minimum of two years of experience in a fast-paced luxury retail, clienteling, or e-commerce environment.

1. Comprehensive understanding of luxury clientele and language.
2. Ability to work Saturdays.
3. Knowledge of warehouse/e-commerce back-end systems.
4. Experience in customer service or call center roles.
5. Comfortable with direct customer contact through spoken and written communication.
6. Ability to independently resolve complex and/or escalated situations.
7. Proficient in navigating multiple computer applications and working from a dual monitor.
8. Strong communication, verbal, and analytical skills.
9. Strong sense of teamwork, ability to multi-task, and manage priorities with ease.
10. Ability to take initiative, ownership, and accountability.
11. Pro-active, self-starter.
12. Preferred experience in Salesforce (commerce and service cloud).
13. Proficient in Microsoft Office Suite.

Minimum of three years in a related customer service or call center role, ideally within a luxury retail or e-commerce environment.

Bachelor’s Degree or equivalent experience.

$23/hr to $27/hr

The position offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts.

Rimowa fosters a culture of innovation and excellence, encouraging employees to take initiative and contribute to the brand's legacy of quality and craftsmanship. The work environment is collaborative, dynamic, and supportive, with a strong emphasis on professional development and career advancement.