Head Of Client Services Latam

Head of Client Services LATAM page is loaded

Head of Client Services LATAM

Apply locations Miguel Hidalgo, MEX Sao Paulo, BRA time type Full time posted on Posted 3 Days Ago job requisition id R-90694

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a Head of Client Services where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.

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 Days (Note: SR covered by Allocators, online covered by EComm team)
• Manage and coordinate IR MOB/MUB stock recall/returns from securing initial authorisation and receipt of product, through to input and approval in SAP.
• Is the key-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)
• Is the key 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

• Bachelor’s degree
• 5+ years of professional experience as
• Strong analytical and communication skills
• Advance level of English and Spanish
• Portuguese is a plus if you are outside Brazil

What we offer 

You can expect a range of benefits, including: 

• Swarovski Products Discount
• Medical Insurance
• Attractive Conditions for pension funds
• Wellness offerings available on-site
• Subsidized public transport
• Meal Ticket

Masters of Light Since 1895

Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.

Founded in 1895 in Austria, the company designs, manufactures and sells the world's finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.

Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.

Equal Employment Opportunity: 

Swarovski is committed to Equal Employment Opportunity for all employees and will take Affirmative Action in those appropriate employment situations. All employment decisions will be made without regard to race, color, religion, age, national or ancestral origin, gender, sexual orientation, marital status, citizenship status, veteran status and disability.

Create a World of Wonder

Joining Swarovski means being part of a bigger purpose. You can create a positive impact and work wonders by bringing your unique ideas to life. Together, we’ll inspire the world of interior décor, fashion, culture, film and entertainment.

Recruitment Process at Swarovski 
You are just a few steps away from becoming a part of our World of Wonder.
Select the job that excites you the most, tailor your CV and submit your application. We will be in touch once your application has been carefully reviewed to ask you additional questions, share position details and the next steps.
If successful, we will invite you for at least one interview and might ask you to prepare a case study or do an assessment test. You will have time to ask your questions too. 

CV Tips to Nail Your Dream Job
The first impression matters: make your two-page CV professional and aesthetic.
Add the most relevant details that reflect you are a great match for the role, focus on your skills, projects, achievements, results and education.
Tell us how well do you speak/write any other foreign languages.
We like to read the summaries of candidates’ profiles with goals and passions - they highlight your personality and motivation.
If you are at the beginning of your career journey, show your individuality and highlight the details that are relevant to the role (e.g. internships, voluntary or temporary jobs, online courses, certificates, year abroad exchange programs)

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