Swatch Group Customer Service Specialist

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.

Role & Responsibilities

• Answer customer inquiries, including requests for general product information and pricing.
• Use product knowledge and selection to deliver exceptional service and build customer relationships.
• Support the watch brands and resellers.
• Use company resources to maintain product knowledge and proactively stay current on the latest product offerings.
• Respond promptly to email inquiries and help meet departmental deadlines and goals.
• Assist customers by answering calls, placing product orders and providing shipping updates.
• Research and respond to customer inquiries in person, by phone and by email.
• Review and update customer records in the computerized database and SAP system.
• Resolve problems in partnership with appropriate parties and department heads.
• Research timepieces and parts in SAP.
• Maintain the highest level of customer satisfaction through timely, appropriate follow-up.
• Investigate customer inquiries through oral and written communication.
• Assist with initial training for new agents as required.
• Perform other duties assigned by management.

Qualifications

• High school diploma or GED.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office.
• Previous experience with or knowledge of SAP is a plus.
• Ability to multitask and work under pressure while maintaining accuracy and organization.
• Highly organized, with strong follow-up skills.
• Flexibility to work additional hours during peak season.
• Dependable and reliable team player.
• Ability to work effectively in a fast-paced environment.
• Ability to learn new tasks to support individual and team growth.
• Ability to operate computer equipment; speak, hear, bend, stoop, reach, and lift, move, and carry up to 25 lbs; finger dexterity is required.

Skills

Education

High school diploma or GED.

Benefits

Health, dental and vision insurance with employer contribution; 401(k) participation and an employer match, 100% vested after one year, up to 4% with a 5% employee contribution; company-paid life insurance and long-term disability; 18 days of PTO per year; annual sick time and extended paid leave for medical, parental and military leave; holiday pay; voluntary FSA, STD and accident/hospital indemnity insurance; employee product discount.

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.