The company
OMEGA is a company of the Swatch Group, the world’s leading watch manufacturer. Since 1848, the brand has been synonymous with excellence, innovation, design and precision. Thanks to its pioneering spirit, OMEGA was the first watch worn on the moon, and it has enjoyed many other accomplishments and explorations in the ocean and in space. Its women’s watches have been amongst the most admired and ingenious in the industry and, most recently, OMEGA’s reputation has been enhanced by its achievements in anti-magnetic watchmaking and its Master Chronometer certified watches, the industry’s highest standard for precision and performance. OMEGA has been the Official Timekeeper of 30 Olympic Games since 1932 and is also a leading name in golf, swimming, athletics, bobsleigh and sailing. Partnerships with social causes include Orbis International and its Flying Eye Hospital, as well as the GoodPlanet Foundation. Today, OMEGA's family of brand ambassadors includes James Bond, George Clooney, Nicole Kidman, Eddie Redmayne, Daniel Craig, Cindy Crawford, Michael Phelps, Rory McIlroy, Sergio Garcia, Buzz Aldrin and many more.
The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.
- Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)
- Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
- Company paid life insurance and Long Term Disability
- 18 PTO days per year, 23 PTO after 5 years
- 7 days per year extended paid time for medical, parental and military leave
- Holiday pay
- Voluntary FSA, STD, Accident/Hospital Indemnity insurance
- Employee product discount
- Transitchek Program – Save money on commuting to work and/or parking with up to $270 pre-tax dollars per month
- Internal transfer and growth potential
- $500 Employee Referral Bonuses
- Free parking (if applicable)
Job description
Omega Customer Service Manager – 5th Avenue
Job Description:
The Customer Service Manager is responsible for daily organization and management of the Customer Service department at the 5th Avenue boutique. This individual will exemplify and ensure compliance to OMEGA standards, policy, procedures, and guidelines
Salary Range: $32 - $36 per hour.
Profile
Responsibilities include, but not limited to:
• Management
• Operating the service department as a business. Focusing consistently on growing the business, comping last year figures and meeting budget. Building the department to a level of 15-20% of the Boutique’s yearly business.
• Daily monitoring of service flow (incoming, outgoing) and delays. Assure correctness of execution for all CS steps and provide status updates with appropriate communication to customers when applicable
• Measure and report the department’s Weekly/Monthly sales and successes
• Responsible for department’s KPI Report
• Responsible for department’s complete inventory
• Identify and manage inventory of most popular/sought after items after sales products for the CS and Sales Department,
• Manage the yearly shrink which includes;
• Management of accessories; straps, NATOS, Buckles, etc.
• Management of loaner timepieces
• Management of spare parts
• Lead in the preparation of accessories inventory and reconciliation
• Delegate tasks and direct Customer Service team and technicians to ensure maximum productivity
• Hire, train and develop the CS team to uphold OMEGA standards of luxury customer service
• Measure employees development through qualitative & quantitative monthly, quarterly and annual reviews
• Coach team in the moment to maximize efficiency of employees and sustain consistency across the team
Customer Service:
• Creativity, envisioning ways of creating exceptional customer experiences for all individuals and holding the customer service team accountable to such elevated luxury experiences
• Organization, creating a method that ensures exceptional customer service which includes proper information, appropriate service timelines and follow up
• Ability to take ownership of situations and proactively deescalate customer issues which include;
• Providing secondary level resolutions to escalated client concerns and disputes
• Diffusing the mood, tone, language of challenging communication
• When applicable, provide resolutions to escalated customer concerns and disputes, be proactive and work with the Boutique Director to deescalate issues before further issues
Professional requirements
Required Skills:
• Outstanding organizational and follow up skills
• 5 years extensive customer service experience
• Proficient in retail POS and SAP required operations
• Excellent verbal and written communication skills
• Strong analytical and mathematical skills
• Proficient in Excel, Word, and PowerPoint
• Ability to multitask • Previous mechanical watch experience preferred
