- Location
- Metro Way 55 (View map)Secaucus, NJ 07094USA
- Employment
- Full-Time
- Seniority
- Entry-Level
- Industry
- Fine Watches & Horology
- Posted
- Nov 4, 2026
About Swatch Group
Swatch Group stands as one of the world’s foremost watchmaking groups, uniting Swiss industrial excellence with a portfolio of distinguished maisons spanning accessible design, prestige horology, and high complication craft. As an employer, the Group offers a uniquely integrated environment, from research, manufacturing, and movement development to brand management, retail, and global operations. Rooted in Biel/Bienne and present worldwide, it values technical mastery, creative curiosity, and long-term commitment. Employees contribute to a culture where heritage, innovation, precision, and entrepreneurial energy converge, supporting iconic brands while shaping the future of Swiss watchmaking on an international stage.
The Customer Service Representative handles incoming consumer calls and inquiries for the watch service department, processes watch repairs and serves as a first point of contact for service and repair order updates. This on-site role is scheduled Monday through Friday, 9:30 a.m. to 6:00 p.m., with overtime depending on business needs.
Role & Responsibilities
- Research and respond to customer inquiries in person, by phone and by email.
- Issue repair estimates and provide customers with information about the repair process.
- Review and update customer records in the computerized database and SAP system.
- Maintain parts inventory and replenish stock.
- Resolve problems in partnership with the appropriate parties and department heads.
- Conduct due diligence on customer inquiries through oral and written communication.
- Research timepieces and parts in SAP.
- Ensure the highest level of customer satisfaction through timely and adequate follow-up.
Qualifications
- Customer service orientation
- Attention to detail
- Administrative skills
- Ability to work under pressure
- Computer skills, including SAP and MS Office
- Flexibility
Skills
Workplace
This position is based in Secaucus, New Jersey, USA, within easy reach of New York City.
Explore jobs in New Jersey or in the USA.
Benefits
Medical, dental and vision insurance, eligible from the first day of the month following 30 days of employment, with an employer contribution; immediate participation in the 401(k) plan and a 100% vested employer match after one year of employment; 18 PTO days per year, increasing to 23 after five years; seven days per year of extended paid time off for medical, parental and military leave; holiday pay; company-paid life insurance and long-term disability coverage; voluntary flexible spending account, short-term disability and accident/hospital indemnity insurance; employee product discount; internal transfer and growth opportunities; $500 employee referral bonus program.
Culture
Swatch Group offers a dynamic, multicultural workplace rooted in Swiss precision, creativity, and a deep passion for watchmaking. As an employer, it brings together craftsmanship, industrial expertise, and brand diversity, giving teams the opportunity to contribute to both iconic heritage maisons and forward-looking innovation.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Swatch Group, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Support Representative», «Client Services Representative», «Customer Care Representative», «Service Support Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.