Full Time Client Care Supervisor Jobs, in RIMOWA - Ricebowl

Roles & Responsibilities:

To deliver Top-level Client Care Service to all clients:

• Serve and advise customer on repair/service enquiries.
• Ensure all assigned cases are conducted in accordance to RIMOWA Guidelines.
• Oversees overall operations and management of the workshop & client care.

1. Workshop Supervision

• Workshop Readiness and Management – Ensuring that all required equipment and spare parts are available so as to optimize operational readiness of the workshop.
• Technical Effectiveness and Efficiency – Ensuring the readiness and capabilities of technicians to complete all repairs.
• Ensure all repairs are completed as per lead time/deadline and in accordance to RIMOWA Guidelines.
• Conduct quality checks on all repaired cases prior to handover.
• Schedule and allocate assignments to technician.

2. Technical Repairs

• Ongoing role as Chief Technician, working with Technicians to ensure maximum productivity and efficiency of repairs, including on-site.
• Direct assistance to technicians for severely damaged cases.

3. Client Care Operations and Management

• Direct engagement with RIMOWA Client Care Regional Team with regards to brand policies, guidelines and practices for Client Care.
• Generate and prepare all required Client Care Reports, including: Monthly Repair Reports, Monthly Credit Note Application Report, Damage and Discrepancy Report.
• Diagnosis of damaged suitcases in accordance to RIMOWA Guidelines.
• Approval of Warranty Claims.
• Prepare Repair Quotation and Damage Reports for Clients submission to Transport Agency or Travel insurance for damages not within warranty.
• To lead the product inspection process upon shipment arrival prior to release to stores.
• Overall management of Spare Part inventory and Repair Equipment.
• Monitor and achieve Client Care KPIs (NPS, Lead Time, Instant Repair Rate, Service Level Agreement).
• Ensure accurate and timely documentation in RMS and maintain data integrity.
• Oversee inventory accuracy through regular cycle counts and stock reconciliation for spare parts.
• Ensure compliance with company SOPs, audit requirements, and internal controls.

4. Client Care Engagement

• Training and Coaching of Sales Team with regards to Client Care Engagement and after-sales repair skills, to ensure effective and efficient service delivery at RIMOWA stores.
• Overall management and processing of all client feedback (i.e. product, technical, service standards).
• Management of Client Experience at Reception and Lounge.
• Direct support to Senior Client Care Executive with regards to the entire client engagement process.
• Achieving Client’s understanding and acknowledgement by identifying their concerns and expectations prior to offering a solution in accordance to RIMOWA guidelines.
• Follow Up Advice and updates to Client.
• Share product information and brand updates where possible.
• Follow up with Clients and explain all technical repairs completed during handover to client upon collection.

5. Leadership & People Management

• Manage team performance through regular coaching, performance reviews, and development plans.
• Conduct onboarding and training for new team members.
• Plan manpower allocation, leave scheduling, and shift planning to ensure operational coverage.
• Foster a positive, collaborative, and high-performance team culture.
• Support succession planning and identify development opportunities for team members.

6. Attitude & Team Spirit

• Drive process improvement initiatives to enhance productivity, repair quality, and client satisfaction.
• Review SOPs regularly and recommend improvements based on operational trends.
• Participate in regional projects, system enhancements, and new service initiatives.
• Support business continuity planning during peak periods or manpower shortages.