Customer Care & Admin Coordinator

Job description

As a Customer Care & Admin Coordinator, you will be instrumental in supporting Tissot nationally by coordinating and maintaining inventory for all product lines and POS materials, providing exceptional after-sales service to end consumers, and managing the administrative process from receiving repair requests to delivering the final repaired product back to the consumer. You will act as a brand ambassador, embodying our brand values and commitment to excellence.

Benefits:

• Health benefits, including dental and vision coverage.
• RRSP contributions with company match.
• Company discount.
• Life insurance
• Paid vacations.
• Paid sick days.

Responsibilities include:

Customer Care

• Provide superior customer service and support to consumers and retail partners, resolving issues both on the phone and in person.
• Gather information about timepiece problems and service history, communicate repair estimates, and process repairs in SAP.
• Review incoming and outgoing watches, work with watchmakers on diagnoses, and update consumers on repair statuses.
• Manage inbound e-commerce inquiries in English and French, perform manual checks on orders, and liaise with various departments to troubleshoot issues.
• Utilize knowledge of watches and warranty guidelines to provide accurate information and updates to consumers.

Administration

• Manage SKU system setup, availability communication, and basic inventory analysis for the local market.
• Process sales orders, credit/debit memos, invoices, inventory adjustments, transfers, and returns.
• Assist the sales team with documentation for opening and closing accounts, create suggested orders for stock replenishment, and enter retail inventory orders into SAP.
• Prepare purchase orders and Shipnotes for POS inventory, analyze inventory weekly, and prepare weekly sales reports for Switzerland.
• Coordinate with logistics to ensure timely deliveries and resolve any shipping issues.

Other

• Perform ad-hoc duties as required.

Employment Status

Full-Time: 40-44 hours per week on average. Must maintain open availability to meet business needs and may be required to work more than 44 hours a week, including certain holidays and blackout dates. Car and air travel may be required.

Working Conditions:

This position has a low risk of injury. It requires lifting, pushing, pulling, and holding boxes and store fixtures (up to 35 lbs and above with appropriate support). Additionally, significant focus is needed when completing reports and materials for presentations.