After Sales & Client Services Coordinator

The Team:

The Omnichannel Customer Development & Client Relations Management (CDRM) team is a newer, retail-facing team focused on customer acquisition and retention through Analytics, CRM, After Sales, Client Services and Experience. The focus of the team is to reach new and existing clients through the sales and service ceremony, bespoke services, smart analytics and animations all to strengthen acquisition and customer loyalty. The multifaceted team works in tandem to drive traffic to stores and provide one-of-a-kind experiences. 

 

The Opportunity:

The After Sales and Client Services Coordinator will play an integral role in supporting all facets of the after sales and client services  . The successful candidate will help enhancing our personalization offer, will support the launch of new services as well as the stores with after sales questions . This role reports directly to the Senior Manager of After Sales and Client Services. 

 

About the Role: 

The After Sales and Client Services coordinator will enhance customer satisfaction by supporting the network and the CDRM team with After Sales and Client Services systems and initiatives. The coordinator will contribute to offering our clients a seamless experience in-store and remotely.

 

• Partner with After Sales Manager and store staff to resolve client issues, address product quality issues and roll out new service processes.
• Support the Sr. Manager with all After Sales training including but not limited to creating presentations and sharing morning briefs in stores as needed.
• Assist with identifying and validating new local repair vendors, including visiting sites and reviewing vendor tests.
• Participate in monthly workshop calls and compile meeting notes to share with the team.
• Assist with the elevation of the service ceremony by analyzing service excellence results and working alongside the Sr. Manager to deliver results to stores.
• Support all aspects of the uniform dispatch process, from initial data gathering through uniform delivery, collaborating with partners in Paris as needed.
• Aid in the launch and execution of any validated After Sales and Client Services projects.
• Provide updates to VP and Sr. Manager on a regular basis on all delegated tasks. Practicing timely follow up and anticipating department needs.
• Develop competitive research on relevant After Sales and Client Service topics
• All other duties assigned by supervisor

 

Decision-Making Responsibility 

• Yes 

 

Supervisory Responsibility

• No

 

Budget Responsibility

• No

 

About You: 

• Bachelor’s degree preferred
• 1-2 years’ experience in similar role and/or environment
• Strong planning & organizational skills with a sense of priority for deadlines and attention to detail
• Proven ability to continuously multi-task and be flexible in high stress situations
• Demonstrated resourceful problem-solver and enthusiasm for 
• Self-starter and ability to work independently 
• Possess strong work ethic and be an enthusiastic team player
• Must be flexible to travel, as needed
• Proficient in negotiation skills
• Proficiency in Microsoft Excel and PowerPoint

 

The range for this position is $34.00 - $38.00 per hour. Actual rates are determined on the job, location, and individual experience.  

 

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

 

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès crafts