Sales & Service Support Specialist - Hermès Istanbul

Posted: Sunday, 12 January 2025
Valid Thru: Tuesday, 11 February 2025
Index Requested on: 01/13/2025 02:27:35
Indexed on: 01/13/2025 02:27:35

Location: Istanbul, 34, , TR

Industry: Advertising and Public Relations
Occupational Category: 13-0000.00 - Business and Financial Operations
Type of Employment: FULL_TIME

Hermes is hiring!

Description:

Key Responsibilities

1. Back Office Customer Service Management

Management and follow-up of Customer Services
  • Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
  • Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines.
  • Be a real partner to sales team to optimize and simplify the back-office follow-up of those services

Performance follow-up and continuous improvement on Customer Services
  • Be responsible for the business performance of all service-related operations
  • Monitor conversion rates and average durations for reservations and customer requests
  • Monitor lead times at each relevant step of the aftersales & repair lifecycle
  • Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

2. Internal Control and Procedures

Till controls
  • Support on morning store opening (till opening, key checks etc)
  • Supervise till closing with sales teams after the store has been closed
  • Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
  • Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)

Stock Controls
  • Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies

Compliance and knowledge on internal procedures
  • Manage the store archiving for relevant documents, following the local and Group internal control rules
  • Support sales teams towards a perfectly accurate use of their digital tools and be the store's key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
  • Be responsible for the application of procedures related to internal control and health & safety

3. Store Administration

HR & Store Team Administration
  • Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
  • Coordinate with external agencies to plan external / temporary staff
  • Liaise with your HR department to consolidate resumes and applications received at store level
  • Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.

Store orders
  • Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
  • Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
  • Follow-up general costs

Maintenance & Security
  • Be responsible for store day-to-day maintenance (lighting, cleaning, access, security): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
  • Manage internal and external security agents

Competencies & Skills
  • Passionate about retail and luxury
  • Significant previous experience in administrative / operations position, preferably in Retail environment
  • Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
  • Service- and customer-oriented (internal and externa customers), with excellent communication skills
  • Proficient with Excel / IT tools
  • Team player
  • Language requirements: fluency in Turkish and English is mandatory (written and oral)
A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20, 000 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.

Responsibilities:

Please review the job description.

Educational requirements:

  • high school

Desired Skills:

Please see the job description for required or recommended skills.

Benefits:

Please see the job description for benefits.

Apply Now