Kering Eyewear After-Sales Specialist

About Kering Eyewear

Kering Eyewear, part of the global luxury conglomerate Kering, is a leading player in the luxury eyewear market. The organization designs, develops, manufactures, and distributes eyewear across an esteemed portfolio of brands including Gucci, Cartier, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Valentino, Chloé, Alaïa, Montblanc, Dunhill, and PUMA, alongside proprietary brands LINDBERG, Maui Jim, and Zeal Optics. Kering Eyewear combines industry expertise with a commitment to sustainability to deliver innovative, high-quality eyewear that captivates consumers globally.

Role & Responsibilities

• Coordinate and execute repairs, warranty claims, and commercial returns with accuracy and efficiency, ensuring seamless flow across logistics, customer service, and sales teams
• Monitor and maintain after-sales related key performance indicators (KPIs) and open order portfolios to guarantee service level adherence
• Manage warranty claims and commercial returns through the CRM ticketing system, ensuring timely resolution and proper documentation
• Analyze warranty claim patterns and provide data-driven recommendations to enhance processes and reduce costs
• Uphold quality standards established by the Headquarters Quality Department across all after-sales activities
• Provide technical support and expertise to internal and external customers regarding eyewear products, repair procedures, and warranty policies
• Implement new processes and workflows in accordance with After-Sales Department directives and corporate policies
• Identify opportunities for process optimization and operational efficiency, proposing improvements to enhance service delivery and customer satisfaction
• Collaborate with cross-functional stakeholders to resolve complex after-sales issues and ensure consistent customer experience

Qualifications

• 3–5 years of experience in after-sales operations, preferably in optical eyewear
• Proven knowledge of optical eyewear products, including repairs, frame adjustments, disassembly, and parts substitution
• Solid understanding of customer service processes and order-to-cash workflows
• Proficiency with Microsoft Office Suite, particularly Excel
• Working knowledge of SAP suite systems (ERP, Business Objects) or equivalent enterprise resource planning software
• Fluency in English (verbal and written); French language skills a distinct advantage

Skills

Experience

3–5 years of progressive experience in after-sales operations, preferably within an optical eyewear organization or luxury goods environment. Demonstrated proficiency with warranty claim management, returns processing, and customer service workflows. Proven ability to coordinate cross-functional teams including logistics, customer service, and sales support.

Education

High school diploma or equivalent required; associate or bachelor's degree in business administration, supply chain management, or a related field preferred.

Workplace

Compensation

The base compensation for this position ranges from USD 25 to USD 28 per hour.

Culture

Kering Eyewear operates within a thriving luxury group environment that emphasizes talent development and internal mobility as core managerial principles. The organization fosters a stimulating and fulfilling workplace where employees are encouraged to develop leadership skills and reach their full potential. The company is committed to building a diverse and inclusive workforce that values individual talent, encourages innovation, and welcomes perspectives from all backgrounds and cultures.

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.