KEY PURPOSE OF THE ROLE

The Customer Care Coordinator serves as the primary point of contact for U.S. retail, e-commerce, and service customers, delivering a premium, brand-consistent customer experience. The role is responsible for managing customer communications, service intake and coordination, ERP service records, and invoicing, while ensuring timely resolution and accurate operational handoff across Sales, Logistics, Finance, and the UK Service Centre.

KEY RESPONSIBILITIES

• Serve as the primary customer contact for U.S. retail, e-commerce, and service inquiries, delivering timely, professional, and brand-consistent communication.

• Manage daily customer interactions via phone, email, and online platforms, addressing order status, repairs, returns, and general inquiries.

• Create and maintain all Service Calls and Service Orders in ERP, ensuring accurate entry of serial numbers, customer details, warranty status, and repair information.

• Oversee the service intake process by reviewing all customer-submitted documentation, authorizations, and approvals, ensuring cases are complete and ready for operational handling.

• Coordinate and confirm service receiving transactions in ERP, ensuring services are received against the correct service orders and serial numbers in alignment with operational confirmation.

• Communicate repair timelines, cost estimates, approvals, and service updates to customers, maintaining consistent follow-up through service completion.

• Generate service invoices within ERP and manage payment collection for repair services, coordinating with Finance as required.

• Coordinate with U.S. Sales Support and Operations to ensure all service shipments are properly prepared, compliant, and tracked to and from the U.K. Service Centre.

• Support e-commerce order management, including exchanges, returns, refunds, and postorder inquiries, in alignment with company policies and procedures.

• Partner with the New York Boutique to support client communication, post-sale follow-ups, and coordination of boutique service and repair needs.

• Monitor and actively manage open service and order queues, prioritizing cases to meet service level expectations and prevent delays.

• Maintain accurate and complete customer, service, and order data within ERP to support reporting, audit readiness, and performance analysis.

• Escalate complex, sensitive, or unresolved service matters to the U.S. Head of Operations & Logistics, exercising sound judgment to protect the customer experience and brand reputation.

• Ensure all customer communication reflects Bremont’s tone of voice, service standards, and luxury brand positioning, delivering a consistently elevated customer experience

• We operate in a dynamic environment, and this role may evolve over time to support changing business needs.

PERSON SPECIFICATION

Essential

• Experience in customer service, sales support, or service coordination within a premium or luxury brand environment

• Strong written and verbal communication skills with a customer-first mindset and ability to communicate professionally with internal and external stakeholders

• Experience working with ERP systems and maintaining accurate service, customer, and order records

• High attention to detail, particularly with serial numbers, documentation, approvals, and invoicing

• Strong organizational and time-management skills, with the ability to manage multiple open cases and shifting priorities

• Ability to work cross-functionally with Sales, Operations, Logistics, and Finance teams

• Ability to exercise sound judgment when handling sensitive, high-value, or escalated customer situations

• Comfort working in a process-driven environment while adapting to evolving workflows and priorities

Desirable

• Experience supporting e-commerce operations, exchanges, returns, and refunds

• Exposure to international shipping, service coordination, or cross-border logistics

• Experience in watches, luxury goods, or premium retail environments

• Familiarity with service lifecycle management, repair workflows, or after-sales support

• Experience supporting reporting, queue management, or performance tracking in ERP or CRM systems

WORKING ENVIRONMENT

• Full-time position, standard business hours (40 hours per week)

• Monday to Friday work schedule; occasional weekend support may be required with advance notice

• Onsite at the New York office, with light travel as required

• Standard probation period of 90 days

INTERVIEW PROCESS

Stage 1

Telephone or video introduction with US Head of Operations and Logistics

Stage 2

In Person Meeting Interview in NY Offices

Stage 3

Interview with US Brand President

We are dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.