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 Hermès style, values, and vision


* Maintain confidentiality and company policies for data protection and security


* Adhere to all Hermès 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.

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

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