Rimowa Client Services Advisor

Rimowa, a distinguished brand within the Fashion & Leather Goods sector, is renowned for its commitment to excellence and innovation. As part of a larger conglomerate, Rimowa offers its employees the opportunity to engage with a legacy of luxury and craftsmanship, fostering an environment where creativity and dedication are highly valued.

1. Deliver superior, personalized service to address client inquiries via all available channels including phone calls and emails, through Rimowa’s CRM platforms SalesForce and Genesys.
2. Achieve SLAs for customer-related contacts and troubleshoot customer-facing issues in a timely manner.
3. Meet or exceed productivity and sales targets.
4. Foster customer relationships and deliver a positive experience across all omni-channel and client care activities, minimizing escalations.
5. Proactively utilize in-depth product and process knowledge to deliver an exceptional customer service experience.
6. Partner with the fulfilment warehouse and carrier services on processing, shipping, returns, escalations, and cancellations.
7. Work cross-functionally with the retail and after-care teams when supporting Ecommerce and Repair clients with Rimowa’s lifetime guarantee, and facilitating repairs in/out of warranty, replacements, and online repair order requests.
8. Post purchase: assist with return processes, and omnichannel fulfilments.
9. Assist clients via Live Chat and Online Repair forms.
10. Provide estimates and quotes for repairs, shipping, and delivery dates as requested.
11. Inspect and verify incoming goods against invoices or other documents, record shortages, and reject damaged goods.
12. Order additional repair and spare parts as needed with coordination with the workshop, along with invoicing and sending payment links to clients.
13. Go the extra mile to engage and accommodate customers with orders on behalf, online orders, product inquiries, and repairs.
14. Responsible for label creation for Ecommerce orders and repairs.

1. Eligibility to work in the United States.
2. Bachelor’s degree or equivalent experience.

1. Comprehensive understanding of luxury clientele and language.
2. Ability to work Saturdays.
3. Warehouse/Operations back-end systems knowledge a plus.
4. Experience in a related customer service or call center role a plus.
5. Comfortable making direct contact with customers through spoken and written communication.
6. Ability to independently resolve complex and/or escalated situations.
7. Ability to navigate multiple computer applications and work 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.

A minimum of 3 years in a fast-paced luxury retail, call center, and operations environment with knowledge of customer service.

Bachelor’s degree or equivalent experience.

$23/hr to $26/hr

The position offers a competitive hourly wage and the opportunity to work within a prestigious luxury brand, providing a platform for career growth and development.

Rimowa fosters a culture of excellence and innovation, where employees are encouraged to engage with the brand's legacy of luxury and craftsmanship. The workplace environment is dynamic and collaborative, with a strong emphasis on teamwork and professional growth.