TITLE: After Sales Coordinator
REPORTS TO: After Sales Manager
MAJOR RESPONSIBILITIES
1. Repair Quotation & Service Coordination
- Review repair requests and assess repair requirements based on company guidelines and service standards.
- Prepare and manage accurate repair quotations for stores and internal stakeholders.
- Communicate quotation details, repair scope, and estimated lead times to stores and relevant stakeholders.
- Liaise with stores, repair vendors, and artisans to facilitate smooth repair operations and timely service delivery.
- Escalate complex repair cases and product issues when necessary.
- Maintain accurate repair information and documentation within the system to support operational efficiency and reporting.
2. Repair Workshop & Artisan Support
- Support daily operations of internal repair artisans and repair vendors.
- Coordinate repair schedules and monitor repair status to support timely completion of repair activities.
- Facilitate communication between stores, customer service teams and artisans.
- Assist artisans with repair administration, documentation, and material requests.
- Monitor repair quality and ensure repairs meet brand standards.
- Identify recurring repair issues and provide feedback for process and product improvement.
3. Spare Parts Management
- Manage daily spare parts operations, including inventory monitoring, stock administration, and system updates.
- Maintain accurate records of spare parts inventory, usage, and stock transactions.
- Coordinate spare parts requests for repair artisans and external repair vendors to ensure smooth repair operations.
- Support the ordering and allocation of spare parts in accordance with business needs and company procedures.
- Conduct regular stock counts and ensure inventory accuracy.
- Prepare inventory reports and analyze spare parts usage trends to support operational planning
4. After Sales Administration
- Create and maintain repair orders, transfer requests, inventory transactions, and related documentation.
- Manage repair-related system updates and ensure data accuracy.
- Maintain proper filing and documentation for audit and compliance purposes.
- Support import/export and inter-location transfer processes when required.
- Ensure all After Sales activities comply with company policies and procedures.
5. Training & Operational Support
- Support the planning and coordination of After Sales training programs for stores and internal teams.
- Assist in preparing training materials, SOPs, manuals, and operational guidelines.
- Monitor training participation and maintain training records.
- Support the implementation of After Sales process improvements, system enhancements, and operational initiatives.
- Act as a point of contact for store inquiries regarding repair procedures and policies.
6. Reporting & Continuous Improvement
- Generate and analyze reports related to After Sales activities, repair volumes, spare parts usage, and operational performance.
- Track and monitor key operational KPIs including service rate, lead time, productivity, spare parts inventory accuracy, and repair volume.
- Identify operational issues and improvement opportunities to enhance efficiency, service quality, and overall customer experience.
REQUIREMENTS & CAPABILITIES
- Minimum 3 years of relevant experience in After Sales, repair coordination, inventory management, retail operations, or administrative support.
- Experience in luxury, fashion, leather goods, or retail industries is preferred.
- Understanding of repair workflows and after-sales operations is an advantage.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Detail-oriented with strong accuracy, analytical, and problem-solving skills.
- Customer-oriented, proactive, and collaborative mindset.
- Effective interpersonal and communication skills, with excellent written and verbal English.
- Proficiency in Microsoft Office, especially Excel, PowerPoint, and Word.