After Sales Coordinator - Westfield UTC

Summary
The After Sales Coordinator provides prompt, professional, and courteous client service for repair intake, pick up, and lifecycle management at the Westfield UTC boutique. This role manages repair claims and communications with workshops, processes repairs and stock in CASS and MMS, and partners with boutique teams to resolve client escalations and maintain inventory quality. The position requires in-store presence and close collaboration with internal teams to ensure superior client experience.

Responsibilities

Assist clients with repair drop off and pick up, assess repair possibility, and set expectations on condition and lead times

Enter detailed repair information in CASS, generate and close claims, and process POS transactions for payments

Maintain Open Claims Report for Fashion and WFJ and perform quality checks on returned repairs

Process incoming and outgoing stock repairs in CASS and MMS and coordinate shipping and receiving with workshops and clients

Communicate status updates, follow up through repair lifecycle, respond to emails timely, and partner with boutique teams on client escalations

Requirements

Minimum 2 years of experience in fashion or luxury client services

In-store presence required to facilitate opening/closing, inventory receiving, and shipping

Excellent written and verbal communication, attention to detail, and ability to manage client escalations

Proficiency in MS Word, Excel, and PowerPoint; foreign language skills preferred; bachelor’s degree preferred

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