Client Care Supervisor

Overview

The Client Care Supervisor at RIMOWA is responsible for delivering exceptional service to clients by overseeing all aspects of client care operations, workshop management, and team leadership. This role ensures adherence to company guidelines while maintaining high standards of customer engagement and operational efficiency.

Client Care Operations and Management

• Engage directly with the RIMOWA Client Care Regional Team to align on brand policies and practices.
• Compile and submit detailed Client Care reports, including monthly repair summaries, credit note applications, and damage/discrepancy documentation.
• Assess suitcase damages according to RIMOWA standards and authorize warranty claims where applicable.
• Prepare repair quotations and damage reports for client submissions to insurance or transport agencies when damages fall outside warranty coverage.
• Lead product inspections upon shipment arrivals prior to distribution to stores.
• Manage inventory of spare parts and repair equipment diligently.
• Track and meet key performance indicators such as Net Promoter Score (NPS), lead times, instant repair rates, and service level agreements.
• Ensure precise and prompt documentation within the RMS system, upholding data accuracy.
• Conduct regular inventory checks and stock reconciliations to guarantee spare parts accuracy.
• Maintain compliance with internal policies, audit norms, and operational controls.

Client Care Engagement

• Train and mentor sales teams on client engagement and after-sales repair service excellence for the stores.
• Handle all client feedback relating to products, technical issues, and service quality.
• Oversee the client experience at reception and lounge areas.
• Provide support to the Senior Client Care Executive throughout the client engagement process.
• Identify and acknowledge client concerns and expectations before proposing solutions in line with RIMOWA guidelines.
• Communicate follow-up advice and progress updates to clients.
• Share brand and product information to enhance client knowledge.
• Explain all technical repairs during client handovers upon collection.

Leadership and People Management

• Conduct regular coaching, performance evaluations, and help develop team members professionally.
• Lead onboarding and training for newcomers to the team.
• Organize manpower allocation, manage leave schedules, and establish shift plans to maintain adequate coverage.
• Cultivate a positive, cooperative, and high-achieving team environment.
• Support succession planning and identify growth opportunities for staff advancement.

Attitude and Team Spirit

• Champion initiatives aimed at improving processes to boost productivity, repair quality, and client satisfaction.
• Regularly review standard operating procedures and suggest enhancements based on ongoing operational insights.
• Participate actively in regional projects, system upgrades, and the launch of new services.
• Contribute to business continuity planning, especially during busy periods or staff shortages.