Client Care, Assistant Manager

The Client Care Assistant Manager facilitates a seamless, exceptional client journey for aftercare inquiries and repair services with a focus on workshop operations, logistics, and performance. This role reports to the Senior Client Care Manager AMERICAS and is based in our Long Island City, New York office. Repair & Aftercare Operations o Organize and monitor daily workshop operations to ensure objectives are met. o Foster a collaborative and high performing environment. o Streamline communications and logistics across workshops, stores, and clients. o Oversee receiving, tracking, label creation, and order dispatching. o Verify incoming goods against documents; inspect products to validate total repair requirements. o Handle replacements, upgrades, and “beyond repair” cases. o Support spare parts inventory management and distribution. Client Services Support o Partner with Client Services to ensure a smooth client journey and satisfaction. o Manage high volumes of aftercare and repair inquiries. o Estimate quotes and delivery timelines for repairs and spare parts. o Handle workshop-related client complaints; offer creative solutions and timely resolution. o Conduct post-repair detractor calls. o Support de-escalation of complex client situations; summarize quality issues and feedback to HQ. Data Management & Administration o Maintain accurate and complete records in RMS, CEGID, and Salesforce; reconcile discrepancies. o Process order invoicing, payments, tax calculation, and reminders. o Manage quotation modifications, approvals, and reminders. o Adhere to communication procedures, guidelines, and policies. Continuous Improvement Strategy o Lead initiatives to enhance operational efficiency and efficacy. o Measure and track KPIs; identify performance gaps to target and create action plans. o Implement process optimization techniques to improve workflow and productivity. o Develop Client Care SOPs, manuals, and resource materials. o Contribute to cross-functional projects and analysis. . 5+ years of experience in Supply Chain, Operations, or Customer Service in a fast-paced luxury retail environment. . Strong analytical, organizational, and communication skills. . Ability to drive operational details and big picture strategies. . Familiarity with CRM practices; client centric approach with high commercial awareness. . Self-motivated team player with a resourceful, practical, and agile problem-solving mindset. . Adept in multi-tasking, prioritizing, and managing time effectively. . Bachelor’s degree required.