PbOVERALL MISSION /bb: /b /ppThe Sales and Service Support Coordinator is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations, Till Controls, Remote Sales, Online Sales). The SSS Coordinator supports the Store Management in the general administration of the store and optimizes day-to-day operations. /ppbMAIN DUTIES /b /ppbBack Office Customer Service Management /b /plipSupport and follow-up of Customer Services /ppProvide high-quality services to customers over email and phone and be responsible for the follow-up for all customer services (customer requests, special and personalized orders, reservations, remote sales, online sales, repair requests) by setting up follow-up routines. /ppBe a partner to sales team to optimize and simplify the back-office follow-up of those services /p /lilipPerformance follow-up and continuous improvement on Customer Services /ppAssist in tracking and analyzing the business performance of all service-related operations; /ppReservations and Customer Requests: monitor sales conversion rates, stock on hold, average durations and other relevant KPIs /p /lilipSupport of store network and call center requests /p /lipbStore Administration /b /plipHR and Store Team Administration /ppManage with store staff planning /p /lilipStore orders Maintenance /ppManage store orders (uniforms, supplies) /ppFollow-up general costs /ppDay to day store maintenance /p /lipbTill Control Management /b /plipSupport on store opening (till opening, key checks and till closing with sales teams /p /lilipAssist in maintaining accurate till controls and cash remittances (to the safe, to the conveyor) /p /lilipReview and comment all relevant reports related to till operations in the dedicated internal tool (discounts and forced prices, cancelled sales) /p /lipbPerformance follow-up /b /plipKPI OPS follow-up /ppMonitor, analyze and animate KPI OPS /ppConversion rate /ppStock on Hold /ppAverage time for reservations and customer requests /ppNumber of reservations expired for more than 1 day /p /lipbPROFILE /b /plipMinimum 3 years of working experience on operations position in retail environment /p /lilipService and customer-oriented (internal and external customers), with excellent communication skills /p /lilipAnalytical mindset /p /lilipVery organized, rigorous, and reliable /p /lilipProficient with Microsoft Office Suite /p /lilipLanguage requirements: English fluent (written and oral) and French or German /p /li