After-sales and Repair Craftman
Job Description
This strong Métier role will provide hands-on technical expertise in assessing and repairing CHANEL Fashion products that come in through the traditional channels of Aftersales Service, as well as Fashion products onsite that need reparation (i.e. warehouse stock for redeployment, staff sale product, non-congruent returns, etc.). This role will also be responsible for facilitating some administrative tasks related to repairs. They will be required to become an expert in CHANEL quality and overall product care and maintenance requirements, to consistently support the advice provided to our store partners, which impact the overall client experience. This role will be required to make sound decisions focusing on clients, quality, and inventory management.<p><br></p><strong>Functional Responsibility:</strong><p><br></p><strong>Hands-on Technical Support of After-Sales Service Repairs:</strong><p><br><br></p><ul><li>Assess all incoming repairs for what is reparable and what will not further damage an item. Additionally perform identified repairs in a timely, professional manner.</li><li>Listen to and work closely with stores to understand client requests, to determine the appropriate action plan daily</li><li>Once trained to CHANEL standards, perform inspections of merchandise to determine authenticity and perform quality checks to determine what is reparable/irreparable, non – authentic and what harbors a potential quality issue</li><li>Analyze several factors including, but not limited to standard lead times, workshop workload, warranty status, and client status during the repair process to schedule and prioritize repair jobs daily</li><li>Possess decision-making skills to triage repairs appropriately</li><li>Perform the necessary systematic steps for the repairs (CASS/AX, etc.)<br></li></ul><p><br></p><strong>Quality:</strong><p><br><br></p><ul><li>Assist in the coordination of quality recalls/alerts; return to vendors, processing credits, and destructions as needed</li><li>Closely review and analyze sensitive quality issues; identify and escalate any product concerns, so that they can be further reviewed at a WW level<br></li></ul><p><br></p><strong>Training:</strong><p><br><br></p><ul><li>Take part in training offered by Fashion After Sales, as needed for Métier-specific topics</li><li>Local team internal repair training/knowledge transfer to other team members, as needed</li><li>Global Artisan community participation for self-guided training and education in order to hone craft and advance skills under the CHANEL repair standards</li><li>Participate in training related to the craftsmanship of trade, where applicable<br></li></ul><p><br></p><strong>Communication:</strong><p><br><br></p><ul><li>Continuous communication with internal (FAS) and external (store partner) teams regarding Fashion repair inquiries on quality and technical expertise; provide clear, concise facts on repairs to support the delivery of a positive client experience</li><li>Work closely with boutiques and Global partners, specifically regional repair associate<br></li></ul><p><br></p><strong>PROFILE</strong><p><br></p><strong><u>Knowledge And Experience</u></strong><p><br></p>Excellent technical and operational skills to organize and execute repairs<p><br></p>Build strong relationships with partners<p><br></p>Strong, clear communication skills: verbal, written, listening<p><br></p>Ability to work within a team<p><br></p>Ability to solve problems and make sound decisions from a service-based mindset<p><br></p>Desire to be of service to customers and strive to deliver superior customer service<p><br></p>Possess a Sense of Urgency and a High Level of resourcefulness and self-reliance<p><br></p>High level of attention to detail<p><br></p>Good communication skills and excellent relationships.<p><br></p><strong>Minimum Years of Experience:</strong><p><br></p>1-3 years preferred in a repair or technical similar oriented field as a craftman.<p><br></p>Fashion or Luxury Experience is a plus<p><br></p><strong>Special Requirements of the Position:</strong><p><br></p>Technical or Design Background preferred
