Client Care Coordinator, Beverly Hills

Job description

Position The Client Care Coordinator facilitates a seamless client experience for aftercare inquiries and services, with a focus on repair and workshop operations. Job responsibilities Client Interaction & Support

• Manage high volumes of repair and general aftercare inquiries.
• Advise clients on required and performed work, providing estimated quotes and timelines for repairs, shipping, and delivery.
• Ensure client satisfaction through NPS and KPI metrics.
• Handle workshop-related client complaints; provide creative solutions and timely resolution.
• Conduct post-repair detractor calls.
• Go the extra mile to engage clients.

Repair & Logistics Management

• Streamline communications, inquiries, and logistics across stores and workshops.
• Oversee receiving, tracking, label creation, and order dispatching.
• Liaise with shipping providers to ensure top-tier service.
• Verify incoming goods against all documents; record shortages and reject damaged goods.
• Inspect new and used products to validate total repair requirements.
• Handle replacements, upgrades, and “beyond repair” cases.
• Support spare parts inventory management and distribution.

Data Management & Administration

• Maintain accurate and complete records in RMS, CEGID, and Salesforce internal systems; reconcile RMS discrepancies.
• Process CEGID invoicing, PBL creation, tax calculation, and reminders.
• Manage quotation modifications, approvals, and reminders.
• Follow communication procedures, guidelines, and policies. *These duties outlined reflect the Job description as accurately as possible at this time. Duties are subject to change at the discretion of Management.

Profile

• 3 years customer service experience in a fast-paced luxury retail environment.
• Proven customer support or client service representative background.
• Track record of over-achieving quotas.
• Exceptional verbal and written communication skills; strong phone contact handling and active listening.
• Familiarity with CRM practices; client centric approach with strong commercial awareness.
• Ability to adapt to different personalities, demonstrating excellent interpersonal skills.
• Self-motivated team player with a resourceful, practical, and agile problem-solving mindset.
• Ability to multi-task, prioritize, and manage time effectively.
• High school degree required. Additional information RIMOWA welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates at all stages of the recruitment and selection process.

Career development RIMOWA welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates at all stages of the recruitment and selection process.