QC and Jewelry After Sales Service Supervisor – WFJ

Job Purpose:
This position is responsible to supervise WFJ QC & Fine or High Jewelry repair claims related process. Coordinate J repair flow and communicate with internal & external stakeholders to ensure smooth operational flow.

Key Responsibilities:

• Ensure Jewelry pieces are in the good selling condition and protect the pieces from damage by overseeing the right standard & procedures is implemented for quality check and manipulation, advising the professional recommendations for aftersales repair, and training the retail, VM & PR team the proper manipulation, especially in the High Jewelry.

Supervise Quality Control & Manipulation Performance

• Coordinate and monitor the team on the end to end flow of Quality checking on both Core and High End Watches & Jewelry.
• Boutique support/training for QC & Manipulation related issue/knowledge
• Relevant analysis/reporting to assist managing the end to end flow
• Representing its country within WW Chanel quality organization
• Be the gatekeeper for PJ & W novelties quality standard, in order to meet commercial requirements and raise to the Merchandising and Retail Manager if there are business concerns.
• Flag the alert to Merchandising and Retail Manager if there are major damage/repair issues for high-end pieces.
• Provide continuous support & improvement action plan if needed.

Supervise After Sales Service Performance

• Coordinate and monitor the team on the end to end process & communication for both Core or High End Jewelry for local & global Repair (In House & External workshop)
• Boutique support/training for Core or High End Jewelry Repair related issue/knowledge
• Core or High End Jewelry spare part management, ordering & inventory control
• Relevant analysis/reporting to assist managing the end to end flow
• Representing its country within WW Chanel aftersales organization
• Provide continuous support & improvement action plan if needed.

Collaborate with Watch Aftersales Team

• Share any Core or High End Watch Quality Alert/Issues
• Coordinate with WFJ division team should any Quality Alert/Issue arises
• Provide continuous support & improvement action plan if need.

Communication

• Coordinate and communicate with internal/external stakeholders to ensure all WFJ Quality & Jewelry After Sales Service process running smoothly to fit internal/external customers' satisfaction.
• Internal/external customer objection/complaint handling skills
• Provide support & improvement action plan if need.

Processes & Systems

POS, CASS, WMS, AX & (or any upcoming new systems) related procedures, processes & data manipulation

Person Specifications:
Academic / Professional Qualifications

• College or University graduate
• Qualification in a internationally accepted gemology institute eg. GIA
• GIA Graduate Gemologist Diploma (研究寶石學家文憑 (G.G.) is a plus

Work Experience

• 5 years or above working experiences in jewelry manufacturing or quality control related area & luxury WFJ industry
• Experiences in statistical quality control data analysis.
• Experiences or knowledge of metal craftsmanship

Required Competencies

• Expert in WFJ QC & repair knowledge
• Ability in bridging brand manufacturing point of view vs local market/customers expectation
• Ability in transferring solid expert skills & knowledge to retail team
• Very attentive to details
• Fast learner, team player & continuous learning spirit
• Agile mindset and open minded
• Critical thinking
• Resilience
• Good influential attitude/skills
• Good English writing and speaking
• Very good at MS Office.
• Very good communication, interpersonal skills

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.