After Sales Service Supervisor, South Coast Plaza

Description

The Team:
The Hermès South Coast Plaza Boutique opened in 1997 and focuses on providing extraordinary service to clients as a part of the Pacific West Region. This position will report to the Operations Director 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 mé 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 clients 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 $29.12 to $31.20 per hour. Actual rates are determined based on the job location and individual experience.

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 (18 DDOs 12 company 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 (e.g. flexible spending accounts fitness reimbursement voluntary life insurance)
• Product discount and EAP resources
• Access to Calm App Health Advocate Family Building Support and more!

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 15000 people worldwide with over 6000 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 thats 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 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 . Please do not submit resumes or applications to this email address.

Required Experience:

Manager