eCommerce Manager Delivery Claims & Incidents

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 eCommerce Manager - Delivery Claims and Incidents, you will work closely with internal and external business partners to maintain and improve all day-to-day processes including delivery claims and order incident resolutions.

You will stay informed of all evolving delivery trends within our business as well as within the industry and help support training our team and the Client Relations Center team.

Developing a strong relationship with our delivery carrier and our distribution center will be critical in problem solving and achieving resolutions.

As a manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.

About the Role:


* Oversee delivery claim submissions and decisions to ensure we are maintaining an exceptional client experience while monitoring business decisions


* Explore opportunities to automate manual processes in tracking and monitoring cases


* Responsible for reports on delivery claims and incidents and implementing necessary changes and adjustments to protect the business.


* Support with manual order review and communicate on unusual shopping patterns and risk of fraud.

Develop a strong understanding of the Riskified fraud tool and work closely with our order review and fraud team.


* Manage omnichannel order statuses and oversee weekly updates to our partner store teams to ensure that all orders are properly accounted for.

Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team.


* Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards.


* Understand all areas of the post-sale experience including after sales, returns, delivery claims, and incidents.

Help the team execute reporting and analyzing the results of these areas to ensure service levels are maintained and that we continue to exceed client expectations.


* Additional responsibilities may arise due to the needs of our business quickly evolving and shifting

Supervisory Responsibility:


* Supervisory experience is required

Budget Responsibility:


* YES

Decision Making Responsibility:


* YES

About You:


* BA or equivalent, preferred


* Weekend hours required throughout the year, as needed


* Minimum of 3-5 years in a similar role and environment, preferred


* Previous people management experience required


* Proficient in Microsoft Office Suite; Advanced Excel Training


* Adept at project management with strong ability to handle complex projects simultaneously


* Demonstr...