Customer Service Manager

At Richemont Americas, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

 

Customer Service Manager

Richemont | Fort Worth, TX

Reports to: Administrator Director

Role Overview

The Customer Service Manager is responsible for overseeing the logistics of repairs within the designated zone, ensuring a continuous and efficient flow throughout the receiving, final control, and shipping processes. This role requires a strong focus on compliance, security, team leadership, and maintaining high standards of customer service.

 

Responsibilities

• Repair Logistics Management: Oversee the logistics of repairs within the designated zone, ensuring a continuous flow throughout the receiving, final control, and shipping processes, with an emphasis on small batch management.
• Compliance and Security: Ensure all receiving processes adhere to compliance procedures, including SAS, video tracking, and filing. Guarantee the secure and cautious opening of parcels, followed by accurate sorting for repairs, spare parts, or other categories.
• Registration and Invoicing: Expedite the movement of repairs to the registration phase to maintain continuous flow. Perform final commercial control to verify that completed work and invoices align with initial estimates.
• Shipping and Carrier Management: Organize the grouping of repairs by destination and ensure that all repairs are packed according to established standards. Manage the relationship with carrier(s) to optimize shipping efficiency.
• Performance Monitoring and Anomaly Resolution: Continuously monitor the Work In Progress (WIP) at each stage of the repair process. Track and resolve any anomalies that arise, promptly identifying bottlenecks and implementing corrective actions, such as reallocating resources.
• Team Leadership and Development: Lead daily morning meetings for the administrative area, fostering staff versatility and adaptability through organized rotations. Monitor and provide feedback on team member performance.
• Policy Application: Apply central Maisons policies consistently across all relevant processes and activities.

 

Qualifications/Requirements:

Education:  Master’s degree in engineering or Logistics preferred.

Experience: 

•  Project Management experience is a plus
• More than 5 years of experience in customer service, logistics, or a related field.
• Ability to work independently and manage responsibilities effectively.
• Excellent verbal and written communication skills.
• Consistent and dependable in meeting deadlines and maintaining standards.
• Experience with Lean principles or tools
• Strong analytical and problem-solving abilities.
• Collaborative and able to work effectively within a team.
• Ability to adapt to changing priorities and implement new processes.

 

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

 

WE OFFER

We care about our associate’s health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to suppor