Coordinator - eCommerce After Sales

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 the Coordinator of eCommerce Client Relations, you will support the team in ensuring that all operational tasks including order review, returns and exchanges, FedEx claims, Web to Shop and eCommerce After Sales are functioning properly and that we are meeting all deadlines in these areas. You will partner with the Dayton team to track all shipping, delivery, and order incidents. In partnership with your manager, you will support and complete weekly and monthly reports to propose areas of improvement and process evolution. You will work on operational responsibilities related to client services and help to elevate overall client experience. You will demonstrate strong attention to detail and an aptitude for managing manual reporting processes, combined with an analytical mindset to identify, extract, and communicate critical trends and insights.

About the Role: 

• Support eCommerce Client Relations team with order review, WTS, claims, returns, and additional tracking needs
• Assist with reporting needs and teamwide communication of analysis
• Track all incoming incidents related to client orders from the distribution center side including swapped packages, mis-shipments, and packaging issues.
• In partnership with Manager, report on incidents & claims and share a weekly and monthly recap
• Showcase and implement product knowledge, while conveying the Hermes style, values, and vision
• Maintain confidentiality and company policies for data protection and security
• Adhere to all Hermes policy & procedures relative to role and responsibilities
• Uphold high client expectations in every interaction
• Additional responsibilities may arise due to the needs of our business quickly evolving and shifting

Supervisory Responsibility: 

• NO

Budget Responsibility: 

• NO 

Decision Making Responsibility: 

• YES - customer experience and follow-ups

About You: 

• Some Saturday hours required
• 1-2 years of experience in a similar role or experience with working with clients
• Strong ability to exercise appropriate judgment
• High level of attention to detail
• Proven excellence in communication skills (verbal and written) and ability to multitask
• Established knowledge of Microsoft Excel and Word
• Knowledge of French is helpful.

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.

The hourly range for this position is $28.65-$33.35 per hour. Actual rates are determined based on the job, location, and individual experience. 

Hermes 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!

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, Hermes 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 Hermes, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time. 

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

At Hermes, 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 Hermes' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermes 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 Hermes. At Hermes 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 Hermes of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermes 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 Hermes of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermes 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. Hermes 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 [email protected]. Please do not submit resumes or applications to this email address.

A creator, artisan and seller of high-quality objects since 1837, Hermes is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermes 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 metiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.