After Sales Coordinator

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.