Movado Group, Inc

Customer Support

• Provide first-level assessment, support, and resolution of issues
• Answer inbound calls regarding product orders, parts orders, and repair requests in a fast-paced environment
• Maintain customer satisfaction ratings based on explicit criteria set forth by the company
• Handle dispute escalation in accordance to existing policies and procedures
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
• Keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions taken
• Attend mandatory monthly training/department meetings before/after scheduled work time to stay updated on product or company policy changes
• Must be able to work mandatory OT during peak seasons or as required

Part-Time Customer Care Representative

Support Engineer

• Provide first and second-level support to all domestic Movado Group employees and Retail Stores
• Ensuring timely operational and technical support for personal computers and peripherals
• Providing and ensuring prompt and effective troubleshooting, resolution, and documentation of all assigned user support problems and service requests
• Set and manage priorities, provide daily support and troubleshooting of all domestic IT technology issues including retail store POS system support
• Update problem management system with timely and meaningful information in accordance with desktop service levels
• Gather and log all relevant information about the issue and attempts to resolve it using tools provided and the collective knowledge of their teammates and supervisors
• Utilize knowledge base used to assist in troubleshooting efforts
• Share experiences with other team members
• Assist in the deployment and rollout of software and hardware to meet business needs
• Develop and maintain detailed project plans to coordinate the purchase, receipt, inventory, and disposal of all IT assets
• On-board new employees with GIT orientation to computer assets
• Respond to all voice mail and email messages daily
• Develop advanced technical knowledge of all desktop applications and OS software supported by Technology Services
• Troubleshoot and assist in the use of all supported software
• Participate in the team rotation for off-hour and weekend on-call coverage
• Develop working knowledge of all supported desktop and POS applications
• Maintain an accurate inventory of GIT Client assets, including spare parts/items for break/fix support
• Coordinate activities to support SAP client / printing, direct application issues to appropriate support groups
• Rotating off-hour and weekend on-call coverage is required (shared responsibility among team)

IT Support Analyst

Operations

• Support the Amazon team through project-based work tied to key business priorities.
• Own and maintain a weekly Canada performance view, tracking sales, traffic, conversion, and key assortment trends.
• Identify gaps or inefficiencies in systems and processes, and recommend practical improvements.
• Support upcoming brand initiatives, including a relaunch and potential new brand setups.
• Perform routine catalog health checks, including variation accuracy, image completeness, and content compliance.
• Assist with ad-hoc operational tasks tied to assortment, reporting, and marketplace readiness.

Part-Time Customer Care Representative

IT Support Analyst

Marketplace Operations Intern