After Sales Coordinator

Hermès · Seoul

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TITLE: After Sales Coordinator

REPORTS TO: After Sales Manager

MAJOR RESPONSIBILITIES

1. Repair Quotation & Service Coordination

Review repair requests and assess repair requirements based on company guidelines and service standards.
Prepare and manage accurate repair quotations for stores and internal stakeholders.
Communicate quotation details, repair scope, and estimated lead times to stores and relevant stakeholders.
Liaise with stores, repair vendors, and artisans to facilitate smooth repair operations and timely service delivery.
Escalate complex repair cases and product issues when necessary.
Maintain accurate repair information and documentation within the system to support operational efficiency and reporting.

2. Repair Workshop & Artisan Support

Support daily operations of internal repair artisans and repair vendors.
Coordinate repair schedules and monitor repair status to support timely completion of repair activities.
Facilitate communication between stores, customer service teams and artisans.
Assist artisans with repair administration, documentation, and material requests.
Monitor repair quality and ensure repairs meet brand standards.
Identify recurring repair issues and provide feedback for process and product improvement.

3. Spare Parts Management

Manage daily spare parts operations, including inventory monitoring, stock administration, and system updates.
- Maintain accurate records of spare parts inventory, usage, and stock transactions.
- Coordinate spare parts requests for repair artisans and external repair vendors to ensure smooth repair operations.
- Support the ordering and allocation of spare parts in accordance with business needs and company procedures.
- Conduct regular stock counts and ensure inventory accuracy.
- Prepare inventory reports and analyze spare parts usage trends to support operational planning

4. After Sales Administration

Create and maintain repair orders, transfer requests, inventory transactions, and related documentation.
- Manage repair-related system updates and ensure data accuracy.
- Maintain proper filing and documentation for audit and compliance purposes.
- Support import/export and inter-location transfer processes when required.
- Ensure all After Sales activities comply with company policies and procedures.

5. Training & Operational Support

Support the planning and coordination of After Sales training programs for stores and internal teams.
- Assist in preparing training materials, SOPs, manuals, and operational guidelines.
- Monitor training participation and maintain training records.
- Support the implementation of After Sales process improvements, system enhancements, and operational initiatives.
- Act as a point of contact for store inquiries regarding repair procedures and policies.

6. Reporting & Continuous Improvement

Generate and analyze reports related to After Sales activities, repair volumes, spare parts usage, and operational performance.
- Track and monitor key operational KPIs including service rate, lead time, productivity, spare parts inventory accuracy, and repair volume.
- Identify operational issues and improvement opportunities to enhance efficiency, service quality, and overall customer experience.

REQUIREMENTS & CAPABILITIES

Minimum 3 years of relevant experience in After Sales, repair coordination, inventory management, retail operations, or administrative support.
Experience in luxury, fashion, leather goods, or retail industries is preferred.
Understanding of repair workflows and after-sales operations is an advantage.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Detail-oriented with strong accuracy, analytical, and problem-solving skills.
Customer-oriented, proactive, and collaborative mindset.
Effective interpersonal and communication skills, with excellent written and verbal English.
Proficiency in Microsoft Office, especially Excel, PowerPoint, and Word.

This role is to assist After Sales operations, including repair quotation management, spare parts administration, repair workshop coordination, training support, and day-to-day operational activities, while requiring strong communication skills with stores, repair artisans, vendors, and related departments.

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