About this role
MAIN DUTIES
- Back Office Customer Service Management
- Management and follow-up of Customer Services
- Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
- Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines.
- Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
- Performance follow-up and continuous improvement on Customer Services
- Be responsible for the business performance of all service-related operations
- Monitor conversion rates and average durations for reservations and customer requests
- Monitor lead times at each relevant step of the aftersales & repair lifecycle
- Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
- Internal Control and procedures
- Till controls
- Support on morning store opening (till opening, key checks etc)
- Supervise till closing with sales teams after the store has been closed
- Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
- Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
- Stock Controls
- Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
- Compliance and knowledge on internal procedures
- Manage the store archiving for relevant documents, following the local and Group internal control rules
- Support sales teams towards a perfectly accurate use of their digital tools and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
- Be responsible for the application of procedures related to internal control and health & safety
- Store Administration
- HR & Store Team Administration
- Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
- Coordinate with external agencies to plan external / temporary staff
- Liaise with your HR department to consolidate resumes and applications received at store level
- Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
- Store orders
- Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
- Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
- Follow-up general costs
- Maintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager)
- Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
- Manage internal and external security agents