102 applicants

Company

Original Job Post

Cartier · 2 days ago

CRC Operations Coordinator

Coral Gables, FL

Full-time

Onsite

Entry, Mid Level

2+ years exp

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Responsibilities

Support the order flow management, from order acquisition to client delivery.

Liaise with local Supply Chain teams to request stock needs for CRC orders.

Coordinate with key stakeholders to ensure all orders are fulfilled in a timely manner and advise of any special requests. (i.e., order modifications, personalization, special request, local hand-delivery)

Provide clear and timely communication to Ambassadors of order process timing to ensure client is properly informed.

Track and follow up on returns & exchanges.

Work to identify any order process and fulfillment optimizations to continuously refine and enhance existing workflows.

Establish performance metrics aligned with HQ CRC partners.

Monitor and analyze Key Performance Indicators (KPIs) related to service quality, performance, productivity, and client satisfaction.

Track client feedback and gather insight to continuously improve service levels, product knowledge and use of tools. (Medallia surveys)

Generate monthly report for each market with CRC SLAs, sales progression, and team performance using Looker dashboards.

Serve as the first point of contact to support Ambassadors when they encounter technical issues or have inquiries about digital tools; especially related to Salesforce & Vonage.

Serve as the Salesforce Champion for the region; liaising with the HQ Team to share feedback, participate in testing and facilitate the implementation.

Monitor system issues, blockages and deliver resolutions by opening, tracking, and responding to IT tickets in partnership with the dedicated IT team.

Prepare training of releases for existing systems and the launch of new tools.

Following implementation of new tool, support on change management activities

Ownership of a comprehensive Knowledge Base of information pertinent to product, services, policies, and client-facing solutions/offerings.

Regularly update and refine knowledge resources to ensure accuracy, relevance, and accessibility for Ambassadors,

Act as the knowledge management lead to deliver communications in the team.

Conduct on-going training with the ambassadors on operations and processes related to the day-to-day responsibilities.

Own the operational roadmap to ensure clear processes are established.

Establish procedures to ensure that the team is using the systems and tools correctly; to maximize efficiency and enhance the client service experience.

Assist with special projects, as needed, providing hands-on support.

Monthly report of operational challenges, feedback, and opportunities by using insights from data to improve the business.

Qualification

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Business OperationsManagement SystemsRetailLuxury CultureTechnical AgilityCall Center EnvironmentCRM ToolsProcess EstablishmentWorkflow IntegrationBilingual in SpanishSalesforceEmail ManagementChat ManagementMicrosoft Office ProficiencySelf-SufficientProblem-SolvingHard WorkingOrganizedEfficientProactivePositive AttitudeTeam Player Communication SkillsSAP Knowledge