Aftersales Coordinator, Bourdon House

2 months ago

London, United Kingdom Alfred Dunhill Full time

Reference Code: 89765**Aftersales Coordinator, Bourdon House**:

- London, LND, GB- PermanentRelevant, 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 - Aftersales coordinator, Bourdon House**

**(Full time/permanent)**

**HOW WILL YOU MAKE AN IMPACT?**

Based at Bourdon House our amazing flagship boutique, we are seeking a highly organised and great communicator individual to coordinate and ensure a smooth end to end service. This person will have the motivation to become an expert in all products, repairs, lead times and build a really valuable service in the business.

You will be focusing on two main areas within the role:
**Administration**:

- Process face to face and remote payments, including generating remote payment links, liaising with finance department when needed;
- Organise shipments, collect/return repaired items from clients when needed, liaising with courier and other stakeholders
- Managing Timelines and overseeing the entire journey - booking the product onto the system, sending it to the service centre, raising a quote, liaising with the customer, gaining the customer’s approval, sending the product for repair and keeping the customer informed throughout
- Liaising with retail team members on aftersales procedures / repairs whilst supporting current teamwork load. Ensuring key messages and updates regarding the aftersales process are communicated to colleagues; ensure team receives a good level of training; constant feedback with store management
- Liaising with internal and external stakeholders - work closely with quality control department, coordinate tin runs with logistics team etc;

**Client facing**:

- Deliver an excellent customer service at all times; Manage complaints and escalation with professionalism and attention; Ensure a good knowledge on product, procedures, policies;
- Verbal and written responsibilities acting as an interface between client and after sales department. Guaranteeing a continuous and concise line of communication, avoiding complaints and escalation;

**HOW WILL YOU EXPERIENCE SUCCESS WITH US?**
- A strong administrative background - being able to manage and prioritise workload
- Excellent communication both verbally & written - being able to consult front facing with clients and build strong relationships with stakeholders
- Interpersonal skills - demonstrate ability to work within a team, taking direction from store management, quick learner and able to escalate potential threats / risks
- Ability to take ownership over their responsibilities and is confident making decisions
- Professional working approach, passion for the brand and active interest in luxury lifestyle

**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**:
We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:
**2nd Stage - Interview with the Boutique Manager & the Western Region Retail Manager**

**3rd Stage - Interview with the Global CS & After Care Manager**

**4rd State - Interview with the Senior HR Business Partner for Dunhill

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