After-Sales Store Support Coordinator

Overview

Louis Vuitton is a preeminent luxury fashion house within the LVMH group, renowned for its heritage in leather goods, fine craftsmanship and global retail presence. As an employer it emphasises rigorous client service standards, cross‑disciplinary collaboration between retail and atelier teams, and opportunities to work within an international, fast‑paced luxury retail network.

Role & Responsibilities

• Respond to incoming store calls and email inquiries within established SLAs (48 hours), providing accurate, detailed information and timely follow‑up.
• Troubleshoot, research and analyse product service issues; liaise with production/atelier teams to determine repairability and required actions.
• Manage daily estimates and the status of pending repairs; create tailored repair solutions for items classified as Yellow Code or Red Code.
• Escalate recurring or systemic issues to supervisors and recommend corrective actions to improve processes and store satisfaction.
• Record and monitor returned quality issues (complimentary repairs) and notify relevant departments to drive product and service improvements.
• Coordinate on‑site store trainings and participate in continuous improvement projects to enhance after‑sales service delivery.
• Perform additional duties as assigned to meet business objectives and client expectations.

Qualifications

• High school diploma or GED required.
• Minimum 3 years' experience in customer service or a related role, preferably within retail or luxury goods after‑sales.
• Excellent verbal and written communication skills; ability to provide clear guidance to store teams.
• Strong organisational skills and proven time‑management capable of handling multiple priorities and deadlines.
• Demonstrated ability to make pragmatic business decisions within required timeframes.
• Willingness and ability to work overtime as business demands require.

Skills

Experience

At least 3 years of customer service experience or equivalent experience supporting retail operations, repairs or client care; prior exposure to after‑sales or repair processes is strongly preferred.

Education

High School Diploma or GED

Culture

Louis Vuitton fosters a performance‑driven, client‑centric culture rooted in artisanal excellence and attention to detail. The working environment is fast‑paced and collaborative, with strong emphasis on training, cross‑functional cooperation between retail and atelier teams, and maintaining the brand's high standards of service.