**PRIMARY REPONSIBILITIES**
- Ensure timely, professional, and brand-aligned responses to customer inquiries regarding orders, deliveries, and product care.
- Oversee daily service metrics (i.e., response time, satisfaction scores, order accuracy) and implement improvements as needed.
- Collaborate with Sales, Operations, and Design teams to ensure a seamless client journey from purchase to post-delivery.
- Manage the full warranty and after-sales service process, including product evaluations, replacements, and repairs.
- Work with suppliers, production, and logistics teams to assess and resolve warranty claims efficiently while maintaining brand integrity.
- Maintain accurate documentation, reporting, and analysis of warranty trends to identify root causes and drive quality improvements.
- Communicate clearly with customers regarding warranty coverage, timelines, and resolutions.
- Train and coach the customer service team on product knowledge, service standards, and escalation procedures.
- Develop and implement standard operating procedures (SOPs) for customer care and warranty handling.




- Identify opportunities to enhance customer satisfaction and operational efficiency.
- Support the rollout of new systems or tools that improve service quality and communication.
**SKILLS AND REQUIRED EXPERIENCE**
- Bachelor’s degree in business, Communications, or related field or equivalent experience.
- 3-5+ years of experience in customer service or warranty management, ideally within a luxury goods, home furnishings, or design-oriented industry.
- 1-2 years of supervisory or team leadership experience.
- Strong understanding of customer relationship management (CRM) systems and service platforms.
- Exceptional bilingual (English/Spanish) written and verbal communication skills.
- High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
- A customer-first mindset with empathy, professionalism, and problem-solving finesse.
- Passion for design, craftsmanship, and luxury products preferred.
Pay: From $30,000.00 per month
Work Location: In person

📌 Warranty Supervisor / Customer Service Coordinator (Zaragoza)
🏢 Brown Jordan
📍 Zaragoza