A. Lange & Söhne Customer Service Advisor

About A. Lange & Söhne

A. Lange & Söhne is one of Germany’s most distinguished haute horlogerie houses, celebrated for precision, restraint and exceptional craftsmanship in Glashütte since 1845. As an employer, the Maison offers a rare environment where heritage and innovation meet: watchmakers, engineers, artisans and commercial teams contribute to timepieces defined by technical ingenuity and uncompromising finishing. Part of Richemont, A. Lange & Söhne combines the intimacy of a specialist manufacture with the perspective of an international luxury group. It seeks meticulous, curious and committed talents who value excellence, long-term thinking and the quiet confidence of Saxon watchmaking tradition.

Role & Responsibilities

• Serve as primary liaison between boutique management, watchmakers, boutique teams, clients, and internal departments, ensuring clear communication and timely execution of directives
• Manage preparation, packing, documentation, and coordination of all incoming and outgoing service and repair shipments according to brand standards and schedule
• Support day-to-day administrative and operational needs of the workshop, proactively coordinating priorities and following through to completion
• Execute and follow up on directives from retail operations manager and retail director, ensuring actions, deadlines, and outstanding items are tracked and completed
• Maintain organized and efficient front and back office workshop environment in accordance with brand standards and Richemont Group policies
• Provide accurate, timely, and professional communication with boutique teams and clients regarding service and repair matters
• Communicate effectively with clients via phone, email, and web inquiries, coordinating internally to ensure timely responses and resolutions
• Proactively identify potential client or operational issues, particularly related to service lead times, and escalate concerns appropriately
• Maintain spare parts inventory and ensure compliance with Richemont inventory and audit controls
• Prepare and distribute weekly reporting and business information as requested by management
• Maintain visibility on outstanding tasks, follow up with relevant stakeholders, and proactively flag delays or issues requiring management attention
• Provide flexible administrative and operations support to retail director as business needs and priorities evolve
• Execute special projects and assist with operational needs as assigned; capable of lifting up to 40 lbs

Qualifications

• Strong 'can do' attitude with demonstrated understanding of luxury client experience
• Bachelor's degree preferred
• 3+ years of relevant professional experience, preferably within luxury, timepiece, or service administration sectors
• Highly organized, agile, and able to effectively manage multiple priorities in a fast-paced environment
• Strong critical thinking and problem-solving skills with solution-oriented mindset
• Initiative-driven with strong sense of ownership, accountability, and consistent follow-through
• Ability to take direction, execute efficiently, and proactively follow up on outstanding tasks
• Detail-oriented and conscientious with high degree of accuracy and discretion
• Flexible and adaptable to changing work responsibilities and boutique schedules
• Proficiency with MS Office software, including strong Excel skills; SAP experience preferred
• Additional language skills a plus
• Physical capability to lift up to 40 lbs regularly

Skills

Experience

3+ years of relevant professional experience, preferably within the luxury, timepiece, or service administration industry.

Education

Bachelor's degree preferred.

Workplace

Compensation

The base compensation for this position ranges from USD 32 to USD 35 per hour.

Benefits

Medical, dental, and vision insurance programs; health savings and flexible spending accounts; life insurance; disability benefits; 401(k) with employer match; paid time off; wellness reimbursement benefit; employee assistance program; volunteer days off.

Culture

A. Lange & Söhne offers a workplace culture rooted in Saxon watchmaking excellence, where precision, patience, and uncompromising craftsmanship guide every function. The Maison fosters a disciplined yet collaborative environment, valuing technical mastery, long-term development, and the quiet pursuit of perfection that defines its timepieces.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.