Customer Quality Service & Restoration Advisor

About the company 

Founded in Brussels in 1829, Delvaux is the oldest luxury fine leather goods house in the world and has been active without interruption ever since. 

Delvaux is the inventor of the modern handbag, having filed the first-ever leather handbag patent in 1908. 

Combining creativity and savoir-faire, Delvaux crafts leather designs of timeless style. Emblematic creations include The Brillant (1958), The Tempête (1967) and The Pin (1972), The Lingot (2022) all of which are hand-crafted in la Maison’s very own ateliers in Belgium and France. 

Steeped in emblematic addresses around the world, from Saint-Honoré to New Bond Street to Fifth Avenue, all 60 Delvaux boutiques are different. Official purveyor to the Royal Court of Belgium since 1883, Delvaux has always shared and celebrated Belgian cultural references and values. 

 

Mission

As Customer Quality Service & Restoration Advisor, you will ensure that our products continue to meet our customers’ expectations over time, fostering brand loyalty through responsive, high quality support services to our Boutiques around the world.

 

Main Responsibilities: 

As Customer Quality Service & Restoration Advisor you will directly report to the Customer Quality Service & Restoration Manager. 

 

Your tasks will mainly include :

• Customer-Oriented Approach
• Ensuring all repair processes and communications
• Prioritize customer satisfaction and a positive customer experience

 

• Management of Restoration repairs for all international boutiques:
• Define pricing for different types of repairs and communication to boutiques
• Provide technical explanations and guidelines to handle the repairs
• Quality analysis of the product before and after restoration
• Management of restoration outbound items (including product conditioning/packaging)
• Management of billing tracking in SAP
• Assist the logistics department by providing accurate information for customs clearance
• Follow up on the tracking system to monitor the status of each repair
• Management of physical and SAP stock

 

• Management of materials used for repair
• Ordering materials required for repairs and preparing them for craftsmen
• Sending spare parts in order to assist our local repairs for international boutiques

 

• Local repair center coordination and assistance 

 

 

*This list is not exhaustive 

 

Your Profile

• A Master's degree or equivalent 
• At least 5 years of successful experience in a similar customer experience position
• Solid experience in development and technical processes
• Experience in Leather Goods
• Quality oriented mindset with a focus on high level Customer Experience
• High analytical skills. Able to analyze results and prioritize actions
• Excellent interpersonal skills, team spirit and solution oriented
• Ability to circulate clear information
• Project management work in different environments 
• Software skills : Excellence in Microsoft Excel and SAP environment
• Comfortable with digital tools
• Flexibility, curiosity and open-mindedness
• Fluent in French and English, written and spoken