Quality Animation Supervisor, HSR (Contract)

MAIN DUTIES:

The main responsibility under this role is to manage the full spectrum of quality control activities linked to quality alerts and quality recalls communicated by the Group.

In addition, he/she will have to oversee all damage, defective and return flows sent back by the stores and the customers.

He/She will have to understand the nature of the Hermes product and its compliance to that of the Hermes quality.

He/She is responsible to review and investigate the defects and damage of all return flows and to qualify those that are repairable and those that are not.

He/She will have to train and communicate to the 3PL on the tolerance of these defects and damages.

Lastly, he/she will have to communicate and advise possible remedies concerning these products.

B2B

Responsible for all quality alerts and quality recalls initiated by the Group.


* To work closely with the Aftersales team to ensure that the quality alerts are communicated.


* To check that all corresponding SKUs in LDC that fall under the quality alert are checked.


* For quality recall issues, to work closely with Aftersales team to ensure that all storecards are raised.


* To follow up and coordinate with all stakeholders on the points raised by Central for each quality alert.


* To monitor and raise other quality issues that might surface.

Responsible for the management of all damage, defective and return flows.


* Understand the range of Hermes products and the possible reparations possible.


* Collaborate closely with the Aftersales team on the range of services we provide.


* Communicate with the 3PL vendors on the level of quality expectations.


* Define the course of actions for reparable items and the lead time.

B2C

Oversee E-commerce delivery orders and return operations


* Understand the full scope of Ecommerce orders, deliveries and returns.


* Assist in the optimization and improvement of the deliveries operation process.


* Supervise the returns in a timely manner and to provide advise for the team when in doubt.

After Sales Activities and Support

Reviewing all products that fall under damage, defective and return flows.


* Responsible to assigned an outcome to the products in damage stockroom.


* Review the defective products and create store cards for those that are reparable.


* For reparable products, to assign them to the assigned repairers.


* For non-reparable products, to review the severity of defects/damage and to assign them to the right stockroom following local process.


* For products missing parts and accessories, to apply for the parts and replacements from the local or Central Aftersales team.


* To close all store cards after the return of the product or on the issuance of the credit note.

Claims Management

Follow the end-to- end processes of claims.


* Supervise claims from inbound flows (CDC) and from customers (Stores and Ecom)


* Ensure the identificati...