Client Service Coordinator

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.

 

Client Services Coordinator

Vacheron Constantin | New York, NY

 

 

Role Overview

The CS Coordinator is a key corporate position responsible for enhancing the after-sales service experience across all regional boutiques, focusing on operational excellence and customer satisfaction. Alongside overseeing day-to-day operational processes, logistics, and inventory control, this role includes the management of accessories. Reporting directly to the Director of Retail Excellence & Operations and based in a central regional office, this role is essential for maintaining the luxury brand's commitment to exceptional service standards.

 

Responsibilities (or Mission)

Customer Service & After-Sales Excellence

 

• Ensure a world-class after-sales service journey, driving customer satisfaction, retention, and loyalty through seamless processes.
• Work closely with boutique and CRC teams to ensure proper re-engagement with non-satisfied CS clients, and implement corrective actions based on NPS insights, improving service levels and customer engagement.
• Act as the primary liaison between boutiques, the Repair Technical Center (RTC), and Headquarters (HQ), facilitating efficient communication and service coordination.
• Assist in the implementation of new customer service initiatives and procedures related to after-sales services, aligning with regional objectives and Maison expectations.
• Oversee adherence to Maison and Group policies, procedures, and quality standards across all customer service touchpoints, with a strong focus on boutiques.
• Coordinate and deliver training programs for boutique teams to enhance service quality and after-sales expertise.

 

 

Strap Orders & Inbound Carnet Shipments

 

• Manage the end-to-end processing of strap orders, ensuring timely fulfillment and delivery to meet customer expectations. Ensure all strap orders comply with Maison guidelines, including product availability and invoicing process.
• Manage strap stock levels across boutiques and service center, ensuring optimal inventory levels and preventing shortages or overstocking.
• Work closely with logistics and HQ teams to anticipate demand fluctuations and ensure a smooth supply of straps.
• Conduct regular stock audits to verify inventory accuracy and compliance with brand standards.
• Supervise all inbound Carnet-related shipments, coordinating with customs and logistics partners to ensure compliance with international trade regulations.
• Oversee the accurate and timely processing of Carnet documents, enabling the temporary importation of luxury items for repairs, exhibitions, or events without traditional customs clearance.

 

Operational & Administrative Coordination

 

• Support key administrative functions related to transactional activities, financial compliance, operations, logistics, and i