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.