Client Service Executive, India

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a Client Service Expert 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

Client Service Expert is responsible for supporting the management of business operations across channels and supporting the organization across teams so that business and client service objectives can be met within India. This includes solving operational issues, managing systems and gathering and transmitting feedback
- Interface and 2nd level support to 3rd party Contact Center for cluster related consumer complaints and query escalations
- First level support (1-to-1) for all administrative queries for all sales channels (Swarovski Retail, Independent Retailer Monobrand/Multibrand) e.g. queries relating to systems, missing/damaged parcels, product availability, credit and stock returns, omnichannel 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 Visual Merchandizing materials, in compliance with importation and examination policies and track deliveries for Independent Retailer Accounts, as well as additional special processes required by Key Accounts and order support for e.g. Dealer Days
- User of order and sales operational systems e.g. SAP, Swarovski Retail Platform, EPOS and Kronos/Quinix
- Support back-end activities of the CRM system, ensuring loyalty member data is checked/processed. Responsible for single consumer data entry/maintenance activity.
- Responsible for master data completeness and correctness (POP, Customer, Consumer, Prices)
- Support Repair Services until handover to SCM
- Support in generating reports until handover to Controlling as well as ad-hoc reports necessary
- Provides system support, updates user manual and supports training to related teams for SAP/e-Biz system and any other B2C systems in need.
- Liaises with different parties in IT and head office for system modification, test and implementation. Provide feedback as well as any other ideas to Central on any improvement areas
- Arranges or assists team’s communication flow with the Global S&CI team and key stakeholders across the organization

About you

We are looking for a unique and amazing talent, who brings along the following
- University degree/ Education
- Minimum 2 years of work experience in a fashion customer
- and commercial
- focused retail environment or minimum 1 year of work experience in a similar Client service role in a Consumer Goods Business ideally with SAP/Micros, etc. know-how
- Experience in a store management role is a plus
- Advanced verbal communication and presentation skills
- Excellent organizational and planning skills
- Strong client service focus and relationship building skills
- Proactive problem solver with ability to manage change effectively
- Ability to manage multiple stakeholders
- Local language and English proficiency skills
- Basic Microsoft Excel skills

About Swarovski

Swarovski is a Wonderlab where magic and science meet.

Swarovski unifies all parts of its organization under one spellbinding idea and brings forward a wondrous new world of crystal craftsmanship. Founded in 1895 in Austria, the company designs, manufactures and sells the world’s highest quality crystal, genuine gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. 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 has always been an integral part of Swarovski’s heritage. This manifests today in the company’s well-established sustainability agenda with youth-focused education programs and foundations to promote human empowerment and conserve natural resources to achieve positive 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 law in countries we operate.