Aftersales Supervisor (1 year contract)

HERMES SINGAPORE (RETAIL) PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A luxury retail company in Singapore is seeking an experienced individual to manage aftersales services. Candidates should have at least 6 years in aftersales or customer service and fluency in English and Mandarin. The role involves operational management, client communication, and process improvement.

Qualifications

• Minimum 6 years of experience in aftersales or customer service.
• Willing to communicate directly with clients.
• Ability to organize work autonomously.

Responsibilities

• Manage daily operation of aftersales services.
• Oversee client repairs and follow up on escalations.
• Analyze and improve aftersales processes.

Skills

Customer-oriented

Excellent communication skills

Organizational skills

Proficient with Excel

Team player

Fluency in English and Mandarin

Tools

SAP

IT tools

Job description

OVERALL MISSION: Responsible for the management and daily operation of After Sales service ensuring consistent standards of excellence for all aftersales services.

MAIN DUTIES

After Sales Services

• Understand the full spectrum of aftersales processes and seek continuous improvements
• Oversee client repairs, follow up and escalations
• Diligently check all incoming repairs to ensure repair expectations are communicated and met
• Expediate backorders and provide customers with accurate availability dates
• Evaluate repairs and re-direct to the appropriate centre
• Follow up on quotations between customers, craftsmen and Paris
• Communicate with relevant departments to resolve issues, expedite orders and monitor shipments
• Manage shipments from centralized warehouse to Paris and local suppliers
• Manage shipments and documentations with logistics team
• Support aftersales daily briefings
• Analyze and evaluate the demand of aftersales services, to identify and implement solutions

Systems and Tools

• Mastery of the Aftersales system, including follow up and validations of HCare storecards
• Maintain neat and clean database and systems
• Monitor and oversee spare parts stock levels based on repair needs
• Design and develop aftersales internal processes and procedures
• Tabulate timely reports to drive actions in order to improve repair processes and lead time
• Monitor and drive KPIs

Projects and Events

• Take lead and communicate aftersales projects and deployments including training e.g. Leather personalization
• Support internal and external events

Team Management

• Work closely with the aftersales team, craftsmen, logistics team and stores
• Support team and craftsmen to flag up any issues and escalations if need be

PERFORMANCE INDICATORS

• Aftersales KPIs (repair lead times, service rates etc.)
• Individual contribution to the efficiency and quality of aftersales operations
• Quality of relationship and partnership with the aftersales team, craftsmen and Paris
• Quality of relationships with customers

REQUIREMENTS & CAPABILITIES

• Passionate about retail and luxury
• Minimum 6 years of working experience in aftersales service and/or customer service, preferably in Retail environment
• Willing and able to communicate with clients directly
• Service- and customer-oriented (internal and external customers), with excellent communication skills
• Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate challenges
• Proficient with Excel / IT tools
• SAP experience would be a bonus
• Team player
• Language requirements: fluency in English and Mandarin (written and oral)
• Contract role for 12 months commencing Nov 2025