Rimowa Client Care Coordinator

About Rimowa

Founded in Cologne in 1898, Rimowa stands as a benchmark of modern luxury travel, renowned for its iconic grooved aluminum suitcases and uncompromising German engineering. As an employer, the Maison offers a distinctive environment where heritage craftsmanship, industrial precision, design innovation, and elevated client experience converge. Part of the LVMH Group, Rimowa provides opportunities across product development, manufacturing, retail, digital, marketing, and corporate functions within an international culture shaped by excellence and forward movement. The brand seeks individuals who value quality, creativity, resilience, and meticulous execution, inviting them to contribute to objects designed not merely to accompany journeys, but to define them.

Role & Responsibilities

• Coordinate all repair and aftercare requests from initial intake through final client delivery, ensuring complete accuracy and timeliness
• Receive, inspect, and verify incoming products against supporting documentation to confirm completeness and condition
• Assess repair requirements and ensure all necessary information is accurately documented within company systems
• Create repair orders, generate shipping labels, and actively track products throughout the entire repair lifecycle
• Coordinate shipments with logistics providers to guarantee secure and timely transportation of products
• Monitor repair status in real-time and proactively communicate progress updates to clients and internal partners
• Manage product replacements, upgrades, and items deemed beyond economical repair with appropriate documentation
• Order and coordinate spare parts as required to support timely repair completion
• Maintain organized inventory of repair supplies and related materials, coordinating replenishment as needed
• Deliver outstanding customer service by providing timely, accurate, and professional support across phone, email, and in-person channels
• Respond to high-volume client inquiries and resolve concerns with empathy while identifying appropriate solutions
• Provide repair estimates, quotations, expected completion dates, and shipping information to clients
• Follow up with clients upon repair completion to ensure satisfaction and build long-term relationships
• Maintain accurate records and documentation within RMS, CEGID, Salesforce, and other business platforms
• Process repair orders, quotations, invoices, payments, and related administrative documentation
• Track quotation approvals and modifications while managing customer follow-up communications
• Monitor repair turnaround times to support achievement of service level expectations
• Identify operational issues and recommend process improvements to enhance efficiency and client experience

Qualifications

• Proven customer support experience or background as a client service representative
• 3+ years of related experience in a fast-paced luxury retail environment or similar setting
• Professional communication skills, both verbal and written
• Strong phone contact handling and active listening capabilities
• Familiarity with CRM systems and best practices
• Demonstrated ability to multi-task, prioritize effectively, and manage time in a demanding environment
• Customer-oriented mindset with ability to adapt to diverse client personalities and needs
• High school diploma or equivalent

Skills

Experience

Minimum 3 years of experience in customer support, client services, or luxury retail operations, preferably in a repair, aftercare, or logistics-adjacent role requiring coordination of complex multi-stakeholder processes.

Education

High school diploma or equivalent qualification required.

Workplace

Culture

Rimowa fosters a workplace culture rooted in German engineering, precision craftsmanship, and a forward-looking spirit of innovation. As a global luxury house, it values collaboration, attention to detail, and entrepreneurial thinking, offering teams an environment where heritage and modern design come together to shape exceptional travel experiences.

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.