Customer Service Representative

Swatch Group (U.S.) Inc. is Hiring a Customer Service Representative!

Location: Secaucus, NJ (Metro Way 55, 07094)
Employment Type: Full-Time
Department: After Sales Service

Overview

Swatch Group is an international leader in the design, manufacture, and sale of watches, jewelry, movements, and watch components. The Group supports 16 world-renowned watch brands and supplies movements and components to third-party watchmakers across Switzerland and globally. Swatch Group is also a key innovator in electronic systems used in watchmaking and other industries.

The Swatch Group (U.S.) is seeking a Customer Service Representative to join our After Sales Service Department. This role serves as the first point of contact for customers regarding watch service and repair inquiries, ensuring an exceptional customer experience throughout the repair process.

Responsibilities

• Respond to customer inquiries via phone, email, and in person

• Issue repair estimates and explain the repair process to customers

• Review and update customer records within the SAP system

• Research timepieces and parts using SAP

• Maintain and replenish parts inventory

• Resolve customer concerns by collaborating with appropriate departments

• Perform due diligence on inquiries through clear oral and written communication

• Ensure timely follow-up and high levels of customer satisfaction

• Properly process watch repair orders and monitor service status

Requirements

Must-Have Qualifications:

• Strong customer service mindset

• Excellent attention to detail

• Solid administrative and organizational skills

• Ability to work effectively under pressure

• Computer proficiency, including SAP and MS Office

• Flexible and adaptable work approach

Preferred Qualifications:

• Experience in after-sales service, repair coordination, or technical product support

• Experience working in a retail, luxury goods, or watch/jewelry environment

Benefits

• Excellent medical, dental, and vision insurance (eligible first of the month following 30 days; generous employer contribution)

• Immediate 401(k) participation with 100% vested employer match after one year

• 18 PTO days per year (23 PTO days after 5 years)

• 7 days per year of extended paid time off for medical, parental, and military leave

• Paid holidays

• Company-paid life insurance and Long-Term Disability

• Voluntary Flexible Spending Account (FSA)

• Short-Term Disability and Accident/Hospital Indemnity insurance

• Employee product discount

• Internal transfer and career growth opportunities

• $500 Employee Referral Bonus program