eCommerce Manager Delivery Claims & Incidents

The Team

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services, operational tasks and responsibilities, and reporting needs.

The Opportunity

As eCommerce Manager – Delivery Claims and Incidents, you will work closely with internal and external business partners to maintain and improve all day-to-day processes including delivery claims and order incident resolutions. You will stay informed of all evolving delivery trends within our business as well as within the industry and help support training our team and the Client Relations Center team. Developing a strong relationship with our delivery carrier and our distribution center will be critical in problem solving and achieving resolutions. As a manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.

About the Role

• Oversee delivery claim submissions and decisions to ensure we are maintaining an exceptional client experience while monitoring business decisions
• Explore opportunities to automate manual processes in tracking and monitoring cases
• Responsible for reports on delivery claims and incidents and implementing necessary changes and adjustments to protect the business.
• Support with manual order review and communicate on unusual shopping patterns and risk of fraud. Develop a strong understanding of the Riskified fraud tool and work closely with our order review and fraud team.
• Manage omnichannel order statuses and oversee weekly updates to our partner store teams to ensure that all orders are properly accounted for. Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team.
• Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards.
• Understand all areas of the post-sale experience including after sales, returns, delivery claims, and incidents. Help the team execute reporting and analyzing the results of these areas to ensure service levels are maintained and that we continue to exceed client expectations.
• Additional responsibilities may arise due to the needs of our business quickly evolving and shifting

Supervisory Responsibility

• Supervisory experience is required

Budget Responsibility

• YES

Decision Making Responsibility

• YES

About You

• BA or equivalent, preferred
• Weekend hours required throughout the year, as needed
• Minimum of 3-5 years in a similar role and environment, preferred
• Previous people management experience required
• Proficient in Microsoft Office Suite; Advanced Excel Training
• Adept at project management with strong ability to handle complex projects simultaneously
• Demonstrated ability to work cross-functionally
• Excellent written, verbal, and interpersonal skills
• Passion for gracious leadership and mentorship

The range for this position is $88,746.00 - $99,839.00 annually. Actual rates are determined 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.

Hermès is proud to offer a variety of benefits to support the needs of our employees and their families, including:

• Commission and bonus incentives based on sales performance
• Medical, Dental, Vision
• Life Insurance and Disability
• Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
• Product discount and EAP resources
• Access to Calm App, Health Advocate, Family Building Support and more!

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 shorts films “Footsteps Across the World” available on our website. Link here.

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 View email address on workus.org. 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 25,185 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.