Skills

Communication Salesforce SAP Sales Product Knowledge Customer Service CRM Marketing E-commerce

Job Specifications

The Company

Longines is famous for the elegance of its timepieces and is a member of the Swatch Group Ltd, the world's leading manufacturer of horological products. Based in Saint-Imier, Switzerland since 1832, Longines watchmakers enjoy an expertise steeped in tradition, elegance and performance. With generations of experience as Official Timekeeper of World Championships and as a partner of international sports federations, Longines has created lasting and durable links to the world of sport. Longines sponsors over 40 sporting events every year, including the commonwealth game and various horse racing events including Royal Ascot.

Job Description

To be the first point of contact for E-commerce customers UK website and support for Longines UK team on a day to day basis assisting with a range of customer enquiries and sales and warranty administrative tasks.

Key Tasks

Customer Care

Manage the daily e-commerce order enquiries and product requests from customers via e-mail, telephone and mail
Monitor all e-commerce orders to ensure they are processed efficiently and quickly
Manage customer expectations using the daily delivery updates to monitor and flag any delivery delays
Developing excellent customer relations and striving to create a luxury shopping experience both online and offline
Using excellent product knowledge and passion for the brand to seek sales opportunities
Dealing with all complaints in a professional and timely manner
Liaise and work closely with the Longines customer care team on e-commerce product cases
Advise customers of the new website features: ‘Click & Reserve’, ‘Click & Collect’ and Straps
Act as a Brand Ambassador and Brand expert internally and externally
Maintain the Brand’s reputation for excellent customer service
Assist to update client information and preferences on the salesforce CRM system
Understand the product catalogue in its entirety and use the digital catalogue to assist with queries

Logistics + Finance

Facilitate communications with internal teams to highlight problems, updates and agree on resolutions
Process ZREs in SAP for returns and once completed by logistics refund in magento
Work closely with the Finance team to detect and solve any payment, refund or fraud issues
Monitor and maintain all direct stock related to POS watches – replacement boxes, warranty cards, instruction books etc
Monitor the UK novelities watch stock on a regular basis to ensure relevant stock is always available
Liaise with the Eulog Coordinator and field team giving input on delivery dates and the allocation of short good products
Liaison between SGUK and Switzerland regarding stock information

Website updates, Content & Third Party Retailer Websites

Assist with the development of future projects
Monitor the daily running of the website, reviewing both the user and customer experience
Planning the UK social calendar for Facebook on a monthly basis
Reviewing third party websites to reflect the Longines brand image and advising the e-commerce teams of any web banner updates, web imagery and social imagery assets

Communication

Maintaining effective Customer Relationship Management by assisting enquiries from all retailers and private customers

Ensure that all retailers are kept up to date with current and new product launches
Organise mailing to both retailers and end consumers (i.e. warranty card replacements)
Liaise with HQ on materials, stock enquiries and warranty card orders

Sales Admin

Complete all relevant sales reports for Brand Manager and Longines HQ on a weekly and monthly basis
Manage all sales orders internally coordinating with HQ on latest availabilities and issues
Stock allocation and management on certain key lines
Liaise with relevant parties during opening of new accounts

Team Support

General support to all teams (sales, marketing, etc)

Be the point of contact for the team movements reporting

Plus any additional ad-hoc duties, this list is not exhaustive

Profile

Experience working in a Customer Care or Retail sales role for a luxury company
Background in E-Commerce and knowledge of front and backend operations
Experience in building strong, commercial relationships through a professional but personable approach
Experience with SAP, Magento and Salesforce CMS would be an asset
Articulate and eloquent with excellent communication skills
Good understanding of Microsoft Suite including Excel
Passion for luxury, ideally in Fine watches
Multi-tasker and ability to prioritise workload
Ability to keep calm and positive in stressful and busy periods
Reliable, enthusiastic and positive with a Team Player attitude
Ability to deal with difficult customers or situations
Be accommodating to changing work hours, shifts and holiday working

This is a description of the job as it is at present. It is the practice of The Swatch Group (UK) Ltd to periodically examine employees’ job descriptions and to update them to ensure that they relate to the job as then being perfor

About the Company

Based in Saint-Imier in Switzerland since 1832, the watchmaking company Longines wields expertise steeped in tradition, elegance and performance. With generations of experience as official timekeeper of world championships, and as partner of international sports federations, Longines has built strong and long-lasting relationships in the world of sport over the years. Known for the elegance of its timepieces, Longines is a member of Swatch Group Ltd., the world’s leading watch manufacturer. The Longines brand, with its winge... Know more