dunhill - Repair Centre Coordinator

Job description

  

Relevant, masculine and British. Since 1893, Alfred Dunhill has been engineering unique and stylish luxuries for men. We seek people who have commitment and drive with a strong commercial focus, and will thrive in a creative environment that encourages innovative thinking.

“dunhill’s innovative and design-driven heritage is a unique platform to build upon,

by creating purposeful products with an aesthetic that is classic yet relevant today”

 

dunhill - Repair Centre Coordinator

(Permanent – Full Time)

 

HOW WILL YOU MAKE AN IMPACT?

GENERAL:

·  Advise all dunhill stores of any service lead time changes
·  Oversee and manage all out going DHL shipments across the globe, ensuring the correct policies and procedures are met
·  Maintain proper storage of all paperwork from completed repairs
·  Ensure office stationary & packaging is well maintained and kept in stock at all times
·  Pay attention to detail with DHL ensuring that the correct tariff codes and import entry details are attached to each shipment.
·  Monitor any recurring quality issues which arise with new products and relay the information to line manager
·  Support SAP store training and encourage best practice on filling in dockets correctly and the overall repair process

 

CUSTOMER SUPPORT:

·  Ensure that customer calls are first priority and are dealt with efficiently
·  Promote the Aftersales Service Department to all customers
·  Manage the Aftersales Inbox ensuring all emails are responded to within the given SLA
·  Provide an excellent phone manner and customer service skills
·  Handle challenging customers
·  Assist CRC with customer service enquiries

 

REPAIRS PROCESS:

·  Process all incoming repairs on the day received
·  Provide estimates and pro forma invoices to customers within the given timeframes
·  Manage repair workflows to all technicians
·  Co-ordinate payments with repairs despatch (after repair in SAP)
·  Ensure the procedures for tracking repairs through the after sales service systems are adhered to
·  Chase the technical department for outstanding repairs to ensure they are delivered to the customers on time
·  Monitor  technicians  workloads  and  outsource  repairs  during  peak  periods  once agreed  by the line manager

 

SPARE PARTS:

·  Process spare parts orders
·  Keep updated with knowledge of pipes and smokers accessories
·  Ensure all spare part components and packaging are ordered and at the correct stock level at all times

 

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

·  Excellent customer service communication
·  Relevant luxury customer service experience
·  Proactive approach & self-started attitude
·  Strong accuracy and attention to detail
·  Team player & ability to work alone
·  Process driven & methodically minded
·  Ability to prioritise & organise efficiently
·  Personable with all levels
·  Able to work under pressure
·  SAP user with intermediate Excel & Word skills
·  Passionate about dunhill and knowledge of our products

 

HOW DO WE KEEP YOU SMILING?

As a significant member of the dunhill community, you are also part of a much bigger family at Richemont.

We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development.

 

YOUR JOURNEY WITH US:

1 st Stage – After your application has been selected, a member of the recruitment team will reach out to you within 2 weeks to conduct an introductory call

2 nd Stage – Face to face interview with the Quality & Technical Director for dunhill

3 rd Stage – Face to face interview with HR Business Partner for dunhill

 

LEARN MORE ABOUT LIFE AT RICHEMONT AND DUNHILL BELOW:

https://www.linkedin.com/company/richemont/

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg

https://www.youtube.com/user/alfreddunhill/featured