This role encompasses all administration activities of the day-to-day running of the boutique; focusing on administration duties, after sales, organisation of back-office, cashing & banking procedures for the boutique. Supports the back of house administration functions to ensure the sales team are able to operate at optimal efficiency.
Primary Responsibilities:Customer service and Sales Support
Answering the phone, taking customer requests and directing calls, respond to customer service requests via phone and e-mail
Daily management of the store email account, directing information where required within the organisation
Management and follow-up of customer requests whilst performing daily review of customer requests to be processed.
Follow up of client request with stock team.
In case of Worldwide search on Hlink, regularly check for an update.
Contact and inform the clients of the outcome of the search and the subsequent reception of the product in store.
Perform daily checks of the Aftersales items and in Store Collection in the boutique.
Maintain customer request lists from data provided by sales team, and cross check fulfilment via delivery processing with stock team
Assume the role of Cashier for the retail floor when needed
Provide sales support on the retail floor in busy periods
Support the Administration Supervisor with other general administration duties
Support the Back of House team to ensure accurate labeling, neat arrangement and tidiness of the Back of House and cashier areas.
SAV/After Sales Service
Responsible for the management of Aftersales organisation, record keeping and aftersales stock management in the boutique.
Manage client repair cases and enquiries by providing correct information and timely follow up with clients, ensuring a smooth operation of after sales service
Review completed forms and SAV operations records in HermesCare
Liaise and coordinate with related departments on any SAV related issues
Work closely with After-sales department and LMH
Review and update related information for easy reference
Store Administration
Till opening and closing responsibilities, ensuring accurate cash float and balances at end of day.
Assist in the management of staff uniforms (allocations, fittings, order, remittance, alterations and spare uniforms)
Order office stationary, corporate stationary, and items need in the boutique
Ordering banking books & cash bags and other relevant stationary
Ensure all First Aid boxes are replenished and audited twice a year
Team Administration
Internal communication: disseminate emails to all relevant staff instore, designate all calls to the relevant sales associate to ensure all queries are addressed in a timely manner
Support staff expense procedures – be the reference
Consolidate CVs received at store level and forward to Store Director and HR department under confidential cover.
Management of Reservations and Available Orders
Perform regular checks of reservations & available orders, by reviewing the corresponding recap in the system, and by checking the Customer collection areas.
Monitor reservations and expired reservations, informing the sales associates in charge of the corresponding reservations.
Close expired reservations from My HPad/Cegid if instructed by Sales Associate, remove the RDI voucher/tags from the corresponding products and ensure they are returned into available stock.
System optimisation
Provide support for the proper and better use of the retail systems and devices, liaising with local and regional IT on issues/updates
Reporting
Completing maintenance logs for Operations department
Collating reports for incidents and operations
Ensure audit compliance is respected in all aspects of the role
Generate and prepare reports for banking and discrepancies, credit notes and deposits, CRM and any ad hoc reporting as required
Assisting in other Ad Hoc projects when needed