Job Description

Temp Care & After- Sales Service Specialist – Caribbean & Latin America

B V L G A R I is seeking a Temp Care & After- Sales Service Specialist to join its Caribbean & Latin America regional office , in Coral Gables, Florida.

The After-Sales Service Specialist will play a key role in delivering exceptional post-sales support across the region. This position will ensure operational efficiency, timely service execution, and strong communication with boutiques, business partners, and service centers. The specialist will support the After-Sales Manager in implementing service flows, monitoring performance, and driving continuous improvement and communication on a daily basis. Additionally, 30% of the role will be dedicated to strategic initiatives assigned by the Operations Director, requiring cross-functional collaboration and reporting.

This is a one-year-term contract, with the prospect of conversion to a permanent role.

Becoming a BOLD Bvlgari team member means being part of an authentic, passionate work environment, while working for a CONTEMPORARY brand of worldwide renown. Among our most imperative challenges is to recruit BRILLIANT, PASSIONATE , and INNOVATIV E people to join our team.

Key Responsibilities:

After-sales Support (70%)

• Act as the direct contact for all DOS/BP/SC in post-sales matters across Latam.
• Manage daily communications with the network to resolve routine queries and confirm service policies.
• Process jewelry spare part orders and follow up on shipments and repair receipts.
• Maintain and update order logs and monitor the shipment of completed repairs.
• Run daily operational reports to track repair activity and escalate delays or sensitive cases.
• Support the credit back process for warranty repairs and report outcomes to management.
• Raise IT tickets for system corrections and ensure timely resolution.
• Provide live support during business hours via Teams, Email, WhatsApp, and Phone.
• Complete ad-hoc tasks assigned by the After-Sales Manager.

Operations Support (30%)

• Collaborate with the Operations Director on strategic initiatives assigned on a dotted-line basis.
• Participate in cross-departmental projects and contribute to regional service innovation.
• Report progress and outcomes of these initiatives regularly to the Operations Director.
• Provide support and training to stores regarding system processes (Gemini and SAP) and stock control.
• Communicate and implement new procedures, system applications, and company updates to store teams.
• Ensure compliance with company policies, security guidelines, and local fiscal regulations.
• Manage hospitality, uniform, and packaging orders.
• Assist stores with back-of-house (BOH) improvements.
• Assist with quarterly inventory counts as needed.
• Assist with new store openings.

Strategic Collaboration

• Serve as first-level escalation for post-sales issues
• Liaise with central teams and BU’s for pricing, policy, and warranty confirmations.
• Provide feedback and benchmarking insights to help shape regional action plans.
• Assist in onboarding store networks on after-sales topics and support training initiatives.
• Monitor and promote NPS scores and service quality metrics.
• Contribute to the development and implementation of new service flows and operational improvements.
• Support performance monitoring and cost mapping of AFSS operations.

Key Requirements:

• Bachelor’s degree in Business Administration, Operations, Customer Service or related field.
• Minimum 3 years of experience in after-sales service, customer care, or operations.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office Suite is required.
• Strong aptitude for technology, with the ability to quickly master new software and troubleshoot basic technical issue
• Knowledge of CRM Systems (SAP or Salesforce) is desired.
• Expected to be able to occasionally lift up to 10-20 pounds during special projects and store openings
• Ability to manage multiple priorities and work under pressure.
• Experience in coordinating with cross-functional teams and external partners.
• Analytical mindset with attention to detail and problem-solving skills.
• Fluency in Spanish is a must. Portuguese is a plus.
• Availability to travel at short notice, up to 20% of the time, including occasional weekends and holidays.

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