After Sales Service Supervisor, Maison Madison Flagship

Hermès; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Hermès seeks an After Sales Service Supervisor at its flagship store in New York. The candidate will oversee the after sales process, ensuring exceptional service and efficient repair logistics. Ideal for someone passionate about luxury retail, with a focus on client satisfaction.

Qualifications

• Experience in after sales, in a luxury or technical product environment preferred.
• Ability to handle difficult situations with grace and discretion.
• Knowledge of French language is a plus.

Responsibilities

• Identify repair needs, explain processes and timelines to clients.
• Consistent follow-up with clients on repair status.
• Log and process repairs using Excel and After Sales Service systems.

Skills

Client Service

Communication

Attention to Detail

Flexibility

Computer Skills

Education

1-3+ years of related experience

Tools

Microsoft Office

Job description

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The Team:

The Hermès Maison Madison Flagship Boutique opened in 1983 and focuses on providing extraordinary service to clients as a part of the New York Region. This position will report to the After Sales Manager and will work collaboratively with the sales team and selling support teams to support the client experience in a fast-paced, luxury environment.

The Opportunity:

The After Sales Service Supervisor within the After Sales Service Department is responsible for receiving and overseeing Hermès customer-owned merchandise (COM) across all métiers. In this role, you will provide exceptional after sales service by analyzing products, identifying the repair need and possibilities, and orchestrating all elements related to the after sales process, including the appropriate repair process, lead times, cost associated, tracking, follow up with craft shops and métiers in Paris, vendors, and clients, and closure of final delivery of repairs. This role will serve to consistently provide a high level of service to the client and streamline processes, acting as liaison between client, Craftspeople, vendors, and Paris After Sales.

All other duties as assigned by the supervisor.

About the Role:

• Taking in repairs and identifying what repairs need to and can be done to the item within Hermès group guidelines
• Work with clients one-on-one to identify what repairs need to and can be done to the item. Explain the process, timeline, costs, and review of the overall condition of item with the client at drop off
• Proper and clear completion of COM repair form including contact information, pricing, repair lead time, process and pick up procedures are all properly explained and noted
• Consistent follow up with clients on status of their repairs, throughout the repair process. Follow up includes email or phone based on client’s preference
• Answer phone and email requests from clients in a timely manner, ensuring the highest level of client service is provided in each interaction
• Properly log and process repairs with information from COM forms and photographs of products using the existing Excel and After Sales Service systems where applicable
• Examine product and ensure that repair was properly completed, and that product is clean and presentable for return to client
• Process repair transactions at POS to collect client payment and liaison with back of house team if the process is not followed
• Follow up with client post-repair pick up to ensure client satisfaction
• Adheres to company compliance and security procedures throughout the After Sales process
• Partner with sales team to direct clients to After Sales area and ensure proper procedures are respected
• Consistent participation in product training to enhance product knowledge including morning meetings, Paris trainings, and tools within Porte
• Shipping via FedEx and messenger service to clients and local vendors. Packing COM according to company standards and product requirements. Prepare packing list for items to be sent to the Distribution Service Center or other Boutique locations
• Communicate any quality issues or repeatedly received products for repair with After Sales Service Manager for Hermès
• Provide coverage in Boutique location if scheduled primarily in workshop, as applicable
  
  

Supervisory Responsibility:

• No
  
  

Budget Responsibility:

• No
  
  

Decision Making Responsibility:

• YES - Ability to identify when to refuse a repair due to condition, extensive wear and tear, or potential counterfeit merchandise. Communicate to management team as needed on challenging or difficult circumstances.
  
  

About You:

• 1-3+ years of related experience in after sales, in a luxury, manufacturing, or technical product environment preferred
• Keen interest in product and quality
• Strong computer skills including proficiency in Microsoft Office
• Flexibility and adaptability
• Client Service experience
• Excellent communication skills, both written and verbal
• Ability to handle difficult situations with grace, composure, diplomacy, tact, and discretion
• Accuracy and attention to details
• Knowledge of French language a plus, but not required
• Ability to lift between 0-25 lbs. without assistance
  
  

The hourly range for this position is $22.45 - $24.82. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Company Overview

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that's at the heart of our commitment to progress. This narrative can be experienced in a series of short films “Footsteps Across the World” available on our website.

OUR COMMITMENT

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris 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. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [e-mail]. Please do not submit resumes or applications to this email address.

"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"

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Retail Luxury Goods and Jewelry

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