Aftersales Supervisor, HSR (9 Months Contract)

MAIN RESPONSIBILITIES:

After Sales Services for HSR


* Understand the full spectrum of aftersales processes and seek continuous improvements


* Oversee client repairs, follow up and escalations


* Diligently check all incoming repairs to ensure repair expectations are communicated and met


* Expediate backorders and provide customers with accurate availability dates


* Evaluate repairs and re-direct to the appropriate centre


* Follow up on quotations between customers, craftsmen and Paris


* Communicate with relevant departments to resolve issues, expedite orders and monitor shipments


* Manage shipments from centralized warehouse to Paris and local suppliers


* Manage shipments and documentations with logistics team


* Support aftersales daily briefings


* Analyze and evaluate the demand of aftersales services, to identify and implement solutions

Systems and Tools


* Mastery of the Aftersales system, including follow up and validations of HCare storecards


* Maintain neat and clean database and systems


* Monitor and oversee spare parts stock levels based on repair needs


* Design and develop aftersales internal processes and procedures


* Tabulate timely reports to drive actions in order to improve repair processes and lead time


* Monitor and drive KPIs

Projects and Events


* Take lead and communicate aftersales projects and deployments including training e.g.

Leather personalization


* Support internal and external events

Team Management


* Work closely with the aftersales team, craftsmen, logistics team and stores


* Support team and craftsmen to flag up any issues and escalations if need be

Performance Indicators


* Aftersales KPIs (repair lead times, service rates etc.)


* Individual contribution to the efficiency and quality of aftersales operations


* Quality of relationship and partnership with the aftersales team, craftsmen and Paris
+ Quality of relationships with customers

REQUIREMENTS & CAPABILITIES


* Passionate about retail and luxury
+ Minimum 6 years of working experience in aftersales service and/or customer service, preferably in Retail environment
+ Willing and able to communicate with clients directly
+ Service- and customer-oriented (internal and external customers), with excellent communication skills
+ Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate challenges
+ Proficient with Excel / IT tools
+ SAP experience would be a bonus
+ Team player
+ Language requirements: fluency in English and Mandarin (written and oral)
+ Contract role for 9 months commencing April 2026

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 sp...