Sales and Service Support - London, United Kingdom - Hermès GB

Hermès GB

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

General Role

To be responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Customer Orders, Reservations, Remote Sales, Online Sales) and to support the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations.

Context

Hermès was founded by Thierry Hermès in Paris in 1837, as a house of master harness making.

In 1880, his son transferred the family firm to its now famous address, 24 rue du Faubourg Saint-Honoré, where he expanded into the saddlery business.

In 1918, with the advent of the automobile, the founder's grandson, Émile Hermès, foresaw the changes to come in transportation.

He launched a line of fine leather goods and luggage with 'saddle stitching'. The Hermès style was born and soon extended to include clothing, jewellery, diaries, silk scarves, and other items.

Today, Hermès is active in 16 different sectors including: Leather Goods, Men's and Women's Silks, Men's and Women's Ready-to-Wear, Perfumes, Watches, Diaries, Hats, Footwear, Gloves and Belts, Enamel, Art of Living, Tableware and Jewellery.

International in scope, Hermès has continued to grow while remaining a family firm with a uniquely creative spirit that blends precision manufacturing with traditional craftsmanship.

Main responsibilities

Back Office Customer Service Management

Management and followup of Customer Services
Contribute to your team's effort in managing services to customers (customer contact and complaints handling, followup in relevant store IT tools, etc.)
Be responsible for the quality of followup for all customer services (customer requests, special and personalised orders, reservations and wishes, remote sales, repair requests) by setting up followup routines in the schedules of your team.
Be a real partner to sales team to optimise and simplify the backoffice followup of those services
Performance followup and continuous improvement on Customer Services
Be responsible for the business performance of all servicerelated operations
Monitor conversion rates and average durations for reservations and customer requests
Monitor lead times at each relevant step of the aftersales & repair lifecycle
Challenge the status of the customer request service when relevant, in order to push sales for products available in store

Internal Control and Procedures

Stock Controls
Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
Compliance and knowledge on internal procedures
Manage the store archiving for relevant documents, following the local and Group internal control rules
Support sales teams towards a perfectly accurate use of their digital tools and be the store's key user on servicerelated processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue

Store Administration

Store orders
Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
Organise the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing

Profile

Previous experience in an administrative / operations position, preferably in Retail environment
Very organised, rigorous and reliable, able to organise his/her work autonomously and to anticipate
Client

- and service-oriented, with very good communication skills

Proficient with Excel / IT tools
Professional with ability to work efficiently and accurately under pressure.

A propos du groupe Hermès

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris.

We operate with over 260 employees, from our Headquarters in London and across nine stores within our retail function in cities such as London, Dublin and Manchester.

Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company's management style unique.

Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group's progress, and where everyone shows commitment and passion, depth and lightness in all that they do.

Learning and sharing, cultivating one's curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual's development, and make up the company's principle of continuous learning and passing down of knowledge.

Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.

This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.