MAIN DUTIES:

Back Office Customer Service Management

• Management and follow-up of Customer Requests and reservations
  
  • Product search: contacting other stores to request for transfers
  • Customer contact: updates on the customer's requests
• Management and follow-up of after-sales process
  
  • Manage the full back-office cycle of Hermes Care files for all kinds of aftersales requests (local, warehouse in France, for all kind of products),
  • Preparing aftersales parcels to be handed over to the stock team for shipping
  • Interface with clients to validate quotations and keep them informed on status updates
  • Note: product collection from the customer and remittance to the customer is done by sales teams
• Remote Sales / Phone Orders Management:
  
  • Product collection and isolation (in case of deferred shipment request)
  • Sales registration, following the procedure defined locally
• Service Performance monitoring:
  
  • Responsible for the performance of all operations-related services
  • Follows up KPIs and reports on a regular basis on the following services such as:
    
    • Reservations: number of pending Reservations and available orders, average age (for instance, by salesperson and / or by métier), related potential turnover, conversion rate on the last month
    • Customer requests: number of customer Requests created per week (for instance, by salesperson and / or by métier), success rate of product searches
    • Aftersales: number of requests registered/closed by week / month and related turnover, number of pending files etc.
  • Client communication: complaint management (emails, letters

Business Control and procedures

• Till controls
  
  • Conduct regular random check on till opening to ensure procedures adhere to SOP
  • Be responsible for cash remittance (to the safe) Propose to handle by Supervisor/SSAs as Cisco will collect from 3 Stores.
  • Review and comment, when necessary, on till-related reports in the dedicated tool
  • Assist the stock team in reviewing and correcting negative stocks
  • Manage the store archiving for relevant documents, following the local and Group internal control rules
  • Be the store's key user and trainer on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue

Stock Team Management

• Stock Supervisor and Stock Team
  
  • To ensure the Stock Supervisor and Stock Team operate efficiently, accurately and in alignment with Store Commercial goals.
  • Support should be both operational and strategic, focusing on enabling smooth stock flow, minimizing errors and enhancing cross-team communication.
• Strengthen Daily Operations
  
  • Coordinate Stock Flow - Ensure smooth receiving, checking and processing of inbound good.
  • Monitor Stockroom Discipline - Coach the team on proper labelling, zoning and perform regular spot checks to maintain accuracy and compliance
  • Support Store Floor Replenishment - To oversee replenishment frequently followed up by Stock team and ensure the floor is never under-stocked.
  • Drive Stock Accuracy - To support Stock Team supervise cycle counts to ensure accuracy and compliance. Review discrepancies with the Stock team and address root causes quickly.
  • Support People Management - Provide recognition for strong performance and improvement.

Store Administration

• HR & Team Administration
  
  • Prepare and manage the staff roster/planning (leaves, overtime etc.)
  • Follow-up and consolidate overtime, paid leave, sick leave, accident, and plan medical examinations
  • Internal communication: information dispatch, notes, update organization chart, contact list
• Store orders
  
  • Manage staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
  • Follow-up general costs and control the cost on office stationery, drinks, and food by Warehouse team.

• Maintenance & Security
  
  • Be responsible for store day-to-day maintenance (lighting, cleaning, access, security...): coordinate with landlord, contractors, supplier and Head Office, ensure timely interventions, control the quality.
  • Responsible for health & safety procedures in all stores

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25, 185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.