Customer Service Specialist

The Company

Swatch Group is the world's number one manufacturer of finished watches. With its 16 watch brands, the Group is present in all price segments, and is also active in the manufacture and sale of jewelry, watch movements and components.

Swatch Group unites, among other companies, the following watch brands under its roof: Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak. The Group has a strong distribution and multi-brand retail net with two sophisticated boutiques under the name of Tourbillon and Hour Passion.

Swatch Group is also an important player in advanced nanomechanical, nanoelectronic and Bluetooth technologies essential to watchmaking and other industries.

Job Description

Swatch Group (U.S.) Inc. is looking for a self-motivated and energetic individual with a passion for providing excellent Customer Service and support to our various watch brands such as Omega, Tissot, Longines, Hamilton, and Swatch. This is not your traditional high volume call center environment. This position varies and involves working with Clients, Sales Representatives, and End-consumers.

Profile

Duties and Responsibilities

• Answer all customer inquiries including general information and pricing on the products
• Use product knowledge and selection to provide exceptional service and build customer relationships
• Provide support to our brands and re-sellers
• Utilize company resources for product knowledge and proactive approach to constant refreshing of latest product offerings.
• Responds timely to email inquiries and facilitate departmental deadlines and goals.
• Assist customers by answering phone calls, placing product order and providing shipping status
• Research and respond to customer inquiries in person, phone and e-mail.
• Review and update customer records on computerized data base, SAP system.
• Resolve problems through partnerships with appropriate parties/department heads.
• Research timepieces and parts in the SAP.
• Assure the highest level of customer satisfaction including timely and adequate follow up process.
• Perform due diligence on customer inquiries through oral and written communication.
• Assist in providing initial training to new agents as and when required.
• All other duties assigned by Management

Requirements

Education and Experience Requirements

• High School Diploma or GED is required
• Must have excellent communication skills both verbal and written.
• Must be proficient in Microsoft Office.
• Previous experience or Knowledge of SAP System is a plus
• Ability to multi-task and work under pressure while maintaining a high level of accuracy and organization.
• Must be highly organized with superior follow-up skills.
• Must be flexibility to work additional hours during peak season.
• Must be a dependable and reliable team player.
• Must be able to work well in fast-paced environment
• Must have the ability to learn new tasks as needed for upward growth (team and individual)

Physical Requirements

This is primarily a sedentary office position which requires the Customer Service Specialist to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.

It would be a huge plus if you have following work experiences: Customer Service Representative, Customer Service Associate, Customer Service Assistant, Customer Service Coordinator, and Customer Service Agent.

This description outlines the basic responsibilities and requirements for the role. This is not a comprehensive listing of all job duties of the Customer Service Specialist duties, responsibilities and activities may change at any time with or without notice.

Benefits Program

The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.

• Excellent health, dental and vision insurance (employee and dependents are eligible 1st of the month following 30 days; generous employer contribution)
• Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
• Company paid life insurance and Long Term Disability
• 18 days of PTO per year
• Special bucket of sick time per year extended paid time for medical, parental and military leave
• Holiday pay
• Voluntary FSA, STD, Accident/Hospital Indemnity insurance
• Employee product discount

For more information please see https://transparency-in-coverage.uhc.com/

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Job Reference: SGUS_02408