Vacheron Constantin Client Services Coordinator

New York • USA

Friday, March 21, 2025

Vacheron Constantin, a prestigious brand under the Richemont Group, is renowned for its commitment to excellence and luxury. As part of Richemont Americas, the company prides itself on fostering a diverse and inclusive workforce that reflects the rich variety of its clientele and communities. The brand is dedicated to nurturing creativity and knowledge, ensuring that its employees are empowered to deliver unparalleled service and craftsmanship.

1. Ensure a world-class after-sales service journey, driving customer satisfaction, retention, and loyalty through seamless processes.
2. Collaborate with boutique and CRC teams to re-engage dissatisfied clients, implementing corrective actions based on NPS insights to improve service levels and customer engagement.
3. Serve as the primary liaison between boutiques, the Repair Technical Center, and Headquarters, facilitating efficient communication and service coordination.
4. Assist in implementing new customer service initiatives and procedures related to after-sales services, aligning with regional objectives and Maison expectations.
5. Oversee adherence to Maison and Group policies, procedures, and quality standards across all customer service touchpoints, with a strong focus on boutiques.
6. Coordinate and deliver training programs for boutique teams to enhance service quality and after-sales expertise.
7. Manage the end-to-end processing of strap orders, ensuring timely fulfillment and delivery to meet customer expectations.
8. Supervise all inbound Carnet-related shipments, coordinating with customs and logistics partners to ensure compliance with international trade regulations.
9. Support key administrative functions related to transactional activities, financial compliance, operations, logistics, and inventory control for after-sales services.
10. Track key performance indicators, including CS Net Promoter Score, and generate reports to highlight key learnings and assess service efficiency and customer satisfaction trends.

1. Proven ability to meet or exceed operational and customer service standards, with a focus on continuous improvement and strategic planning.
2. Proficiency in customer service software, CRM systems, and basic logistics management tools.
3. Ability to work in a dynamic, fast-paced environment and manage physical inventory processes.
4. Excellent verbal and written communication skills, with the ability to effectively interact with cross-functional teams and customers.
5. Minimum of 3-5 years of experience in customer service or after-sales support, preferably in the luxury or retail industry.
6. Bachelor’s degree in Business Administration, Supply Chain Management, or a related field. Equivalent experience in relevant roles may also be considered.
7. Proficiency in English; additional language skills are advantageous.
8. Strong organizational, problem-solving, and customer relationship management skills.
9. Flexibility to work extended hours and travel as required.

1. Customer service excellence
2. Operational management
3. Communication and interpersonal skills
4. Inventory management
5. Strategic planning and problem-solving
6. Training and development

Minimum of 3-5 years in customer service or after-sales support, preferably within the luxury or retail sector.

Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.

Salary: $28 - $33 hourly. Negotiable based on skills and experience.

Comprehensive benefits program including medical, dental, and vision plans, health savings and flexible spending accounts, life insurance, disability benefits, 401(k) with employer match, wellness reimbursement, paid time off, and volunteer time off days.

Vacheron Constantin, as part of the Richemont Group, cultivates an environment where diversity and inclusion are at the forefront, empowering creativity and knowledge. The company is dedicated to maintaining a workforce that mirrors the diversity of its clients and communities, fostering a culture of excellence and innovation.