Customer Service Coordinator

At A. Lange & Sohne 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 Coordinator

A. Lange & Sohne | Madison Avenue, New York

 

ABOUT A. LANGE & SÖHNE

Since the legend's reincarnation in 1994, A. Lange & Söhne has been one of the most respected and successful watch brands in the luxury sector. Our whole aim is to continue our tradition with new, outstanding products, very much in keeping with Lange's claim: State-of-the-art tradition. What we expect from our watches, we expect from us: Never stand still.

 

PURPOSE

As an Ambassador of A. Lange & Söhne, the mission of the Customer Service Coordinator is to deliver an excellent personalized customer experience in collaboration with our Lange Boutiques, eCommerce colleagues and web-based client correspondences. 

 

The Customer service Coordinator is part of Lange Retail community. The purpose of the role is to provide a high-quality omnichannel service (Internal boutique, external boutique, customer service and eCommerce) that meets the pre-sales and after-sales needs, along with expectations of each of our prospects and clients throughout their different journeys and touchpoints.  The Customer service Coordinator contributes to the brand’s positive reputation and equity by curating personalized conversations and correspondences, ensuring seamless client experience in line with the brand guidelines.

 

KEY RESPONSIBILITIES

A. PERSONALIZED PROSPECT & CLIENT ENGAGEMENT

• Display strong interpersonal and social skills; overcome objections and ask probing questions to gain an understanding of client needs and motivations

• Initiate genuine and lasting relationships with our prospects & customers, serving as a trusted advisor and point of contact.  Deliver first-call resolution, taking ownership of every scenario and redirecting the calls/correspondences to relevant boutiques, customer service & HQ stakeholders

• Adapt engagement to each client individually, while maintaining the standards of the brand and brand tone of voice.

• Resolve client challenges with the highest professionalism, promptly and successfully by investigating problems and redirecting the clients to internal and external boutiques and HQ partners.

• Ensure daily client outreach (outbound calls) to cultivate a strong client relationship.

• Partner with Retail Director to create a daily/weekly/monthly follow-up strategy and operations.

 

B. BRAND AMBASSADORSHIP

• Demonstrate brand ambassadorial skills at any given time, with clients, VIPs & any third party.

• Ensure consistency in service execution. (e.g. greetings, discovering, farewell, follow-ups).

• Keep learning about the products, brand, services and become a reference person for the Maison.  In addition, develop curiosity and continue learning about competition.

• Actively take part in training provided by the Maison, self-learning and compliance modules

• Understand and comply with A. Lange & Söhne security and operational policies as well as procedures.

 

 

C. SEAMLESS OMNICHANNEL SUPPORT (PRE-SALES and AFTER-SALES)

• Ensure that every prospect & client communication loop is closed.  Proactively monitor open cases until the cases are completely closed.

• Ensure courteous prospect & client interactions:

  • Handle all inbound calls and greet all customers in a timely, professional, and engaging manner

  • Provide responses to customers’ inquiries via email, respecting the A. Lange & Söhne’s tone of voice and excellence standards.

• Ensure the prospect’s client’s experience remains consistent throughout the different pre-sales and post-sales (client) journeys and touchpoints

• Ensure firm sales and aftersales inquiries are immediately redirected to the relevant boutique or HQ stakeholders in accordance with required internal procedures using the systems provided

• Ensure special attention to our existing and new VIPs when communicating. Always refer to customer profile to personalize the communication.  

• Individually handle with care client complaints and compliments. Report to Retail Director in a timely manner.