OVERALL MISSION :
The Sales and Service Support Coordinator is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations, Till Controls, Remote Sales, Online Sales). The SSS Coordinator supports the Store Management in the general administration of the store and optimizes day-to-day operations.
MAIN DUTIES
Back Office Customer Service Management
Support and follow-up of Customer Services
Provide high-quality services to customers over email and phone and be responsible for the follow-up for all customer services (customer requests, special and personalized orders, reservations, remote sales, online sales, repair requests) by setting up follow-up routines.
Performance follow-up and continuous improvement on Customer Services
Assist in tracking and analyzing the business performance of all service-related operations;
Reservations and Customer Requests: monitor sales conversion rates, stock on hold, average durations and other relevant KPIs
Support of store network and call center requests
Store Administration
Till Control Management
Support on store opening (till opening, key checks etc.) and till closing with sales teams
Assist in maintaining accurate till controls and cash remittances (to the safe, to the conveyor)
Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts and forced prices, cancelled sales)
Performance follow-up
PROFILE
Minimum 3 years of working experience on operations position in retail environment
Service and customer-oriented (internal and external customers), with excellent communication skills
Analytical mindset
Very organized, rigorous, and reliable
Proficient with Microsoft Office Suite
Language requirements: English fluent (written and oral) and French or German
