Role Summary
This role encompasses all administration activities of the day-to-day running of the boutique; focusing on administration duties, after sales, organisation of back-office, cashing & banking procedures for the boutique. Supports the back of house administration functions to ensure the sales team are able to operate at optimal efficiency.
Primary Responsibilities:
Customer service and Sales Support

• Collaborate with Client Services for client requests including appointments, store follow up, product availability and aftersales requests and closing task tickets between store and Client Services.
• Answering the phone, taking customer requests and directing calls, respond to customer service requests via phone and e-mail.
• Daily management of the store email account, directing information where required within the organisation.
• Management and follow-up of customer requests whilst performing daily review of customer requests to be processed.
• Follow up of client request with stock team.
• In case of Worldwide search on Hlink, regularly check for an update.
• Contact and inform the clients of the outcome of the search and the subsequent reception of the product in store.
• Perform daily checks of the Aftersales items and in Store Collection in the boutique.
• Maintain customer request lists from data provided by sales team, and cross check fulfilment via delivery processing with stock team.
• Assume the role of Cashier for the retail floor when needed.
• Provide sales support on the retail floor in busy periods.
• Support the Administration Supervisor with other general administration duties
• Support the Back of House team to ensure accurate labeling, neat arrangement and tidiness of the Back of House and cashier areas.

SAV/After Sales Service

• Responsible for the management of Aftersales organisation, record keeping and aftersales stock management in the boutique.
• Manage client repair cases and enquiries by providing correct information and timely follow up with clients, ensuring a smooth operation of after sales service.
• Review completed forms and SAV operations records in HermesCare.
• Liaise and coordinate with related departments on any SAV related issues.
• Work closely with After-sales department and LMH.
• Review and update related information for easy reference.

Store Administration

• Till opening and closing responsibilities, ensuring accurate cash float and balances at end of day.
• Assist in the management of staff uniforms (allocations, fittings, order, remittance, alterations and spare uniforms).
• Order office stationary, corporate stationary, and items need in the boutique.
• Ordering banking books & cash bags and other relevant stationary.
• Ensure all First Aid boxes are replenished and audited twice a year.

Team Scheduling and Administration

• Support the Store Operations Manager with scheduling of the roster, training attendees and leave processing.
• Internal communication: disseminate emails to all relevant staff instore, designate all calls to the relevant sales associate to ensure all queries are addressed in a timely manner.
• Support staff expense procedures - be the reference.
• Consolidate CVs received at store level and forward to Store Director and HR department under confidential cover.

Management of Reservations and Customer Orders

• Source customer products from the most optimised source, worldwide, pending delivery or national network.
• Perform regular checks of reservations & available orders, by reviewing the corresponding recap in the system, and by checking the Customer collection areas.
• Monitor reservations and expired reservations, informing the sales associates in charge of the corresponding reservations.
• Close expired reservations from My HPad/Cegid if instructed by Sales Associate, remove the reservation voucher/tags from the corresponding products and ensure they are returned into available stock.

System Optimisation

• Provide support for the proper and better use of the retail systems and devices, liaising with local and regional IT on issues/updates.

Reporting

• Completing maintenance logs for Operations department.
• Collating reports for incidents and operations.
• Ensure audit compliance is respected in all aspects of the role.
• Generate and prepare reports for banking and discrepancies, credit notes. and deposits, CRM and any ad hoc reporting as required.
• Assisting in other Ad Hoc projects when needed.

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 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 nearly 300 stores around the world"