Operations Associate - Sales and Service Support

Hermes; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

Une maison de luxe internationale recherche un responsable de service client à Vancouver. Le candidat doit avoir une solide expérience en administration et une passion pour le luxe. Vous aurez la responsabilité de gérer les services client et d'assurer la qualité des opérations. Une équipe soudée et une culture d'excellence vous attendent.

Qualifications

• Expérience préalable en position administrative/ opérations, de préférence dans un environnement de vente au détail.
• Capacité à organiser son travail de manière autonome et à anticiper.
• Compétences en communication exceptionnelles en anglais.

Responsibilities

• Gérer le service client et les requêtes.
• Assurer le suivi des performances des opérations de service.
• Superviser les contrôles de caisse et de stock.
• Aider à l'administration du magasin.

Skills

Passion pour le retail et le luxe

Expérience significative en administration/operations

Organisé et rigoureux

Orienté service et client

Compétences en communication excellentes

Proficient avec Excel/ outils informatiques

Esprit d'équipe

Fluency in English

Job description

Overview

"Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable. L'entreprise perpétue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d'exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."

HERMÈS CANADA

"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."

Hermès Canada has had a presence in Canada since 1987 and has over 130 employees, across four stores, located in: Toronto, Montréal, Vancouver, and Calgary, as well as our e-commerce activity, and corporate office. Family is at the heart of Hermès. At Hermès Canada, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and in the wider world. We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our family. We support our individual team members' personal and professional success through a culture that values equality, individuality, and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves."

Main accountabilities

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

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

Store administration

• 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

Key skills and experience

• 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 - first experience of management appreciated if supervising security and/or tailor and artisan
  • Fluency in English (written and oral)