Location: Shanghai

Here at Swarovski, our people sparkle just as much as our products. Come and join us as a Customer Service Executive where you will get a chance to work in a rewarding role within a diverse team with dynamic strengths. Be part of a truly iconic global brand, learn and grow with us.

ABOUT THE JOB

·       First level support (1-to-1) for all administrative queries for all sales channels (SR, IR MOB/MUB) e.g. queries relating to systems (SRP, EPOS etc.), resetting passwords, missing/damaged parcels and POS, product availability, credit and stock returns, C&C or C&R orders and invoices etc.

·       Manage orders (input/approve in SAP, backorders, invoicing, credit/debit notes, EDI order processing etc.), for all products including samples and VM materials, in compliance with importation and examination policies and track deliveries for IR MOB and MUB Accounts, as well as additional special processes required by Key Accounts and order support for e.g. Dealer, IR/SR, Online (JD/Tmall).

(Note: SR covered by Allocators, online covered by EComm team)

·       Support and coordinate IR MOB/MUB stock recall/returns from securing initial authorisation and receipt of product, through to input and approval in SAP.

·       User of order and sales operational CGB systems e.g. SAP, SRP, EPOS and Kronos/Quinix
(Note: CoCo/SIA covered by Sales Operations & SIS/BW covered by Planning and/or Controlling)

·       Responsible for coordinating and administering all IR MOB/MUB contracts e.g. issuing initial contract and ongoing maintenance including update and re-issue, as well as reporting on compliance & contract breaches. Will further support with required input in to Discount Review and Cash-back-bonus/Rebate processes

·       Support back-end activities of the CRM system, ensuring loyalty member data is checked/processed. Responsible for single consumer data entry/maintenance activity.

(Note: Local CRM owns consumer master data and are responsible for mass consumer data accuracy/cleansing orchestration)

·       Responsible for master data completeness and correctness (POP, Customer, Consumer, Prices, Sales Report)

·       Interface and 2nd level support to Consumer Services 3rd party Contact Center for cluster related consumer complaints and query escalations

(Where not outsourced, existing local services remain for the time being)

·       Support Repair, Warehousing, Custom, Logistics services until handover to SCM

·       Support in generating reports until handover to Controlling as well as ad-hoc reports necessary

·       Responsible for the collation, initial investigation (e.g. is the website run by a locally approved stockist) and reporting of Grey Market or IP infringement issues to Central

·       Provide feedback as well as any other ideas to Central on any improvement areas

ABOUT YOU

We are looking for a motivated talent, who brings along the following background:

·       1 years of work experience in customer service role - and commercial- focused on dealer/retail environment or 1 year of work experience in a similar customer service role in a Consumer Goods Business ideally with SAP/Micros, etc. know-how.  Fresh graduate will also be considered.

·       Experience in a store management role is a plus

·       Good verbal communication and presentation skills

·       Good organizational and planning skills

·       Good customer service focus and relationship building skills

·       Proactive problem solver with ability to manage change effectively

·       Ability to manage multiple stakeholders

·       Local language and English proficiency skills

 ABOUT SWAROVSKI

Swarovski is a family-run company, founded more than 120 years ago in Wattens, Austria. We are leading group of global companies committed to stable growth and maintaining our place at the forefront of design, creativity, and technological innovation.

Working for Swarovski is more than just a job. You will work for a groundbreaking, modern, premium brand, which is globally known for its quality and creativity. We place people at the heart of our business and offer global pay programs, supported by a range of local benefits. In addition, we provide rich development opportunities which recognize and reward the brilliant contributions of our passionate individuals and teams who contribute to the success of our company – sparkling every day.

Whether you are just starting your career or celebrating an existing one, we invite you to make your own mark on Swarovski’s rich history. Grow your own career through our blended learning and development programs. Learning opportunities are everywhere at Swarovski and will help you grow and develop your own career.

We are an equal opportunity employer and value diversity at our company.

Data protection Consent Statement:

https://www.swarovskigroup.com/S/careers/data_protection_consent_statement.en.html