Hermès Client Relations Center Supervisor

New Jersey • USA

Saturday, December 14, 2024

Hermès, a distinguished French maison established in 1837, is renowned for its artisanal craftsmanship and high-quality products. As a family-owned and independent enterprise, Hermès employs nearly 20,000 individuals globally. The company is driven by an entrepreneurial spirit and a commitment to excellence, fostering an environment of freedom and autonomy through responsible management. Hermès is dedicated to preserving exceptional savoir-faire with a strong territorial presence, respecting both people and nature. The maison's creativity is fueled by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide. Hermès of Paris, Inc. is a part of this illustrious heritage, committed to diversity, inclusion, and family values, both within its walls and in the broader community.

1. Support coordinators with client queries, including phone, email, order placement, and delivery issue resolution.
2. Ensure regular Quality Assurance of communications to maintain high service standards.
3. Monitor daily contact volume across all channels.
4. Assist in creating and adhering to daily operational plans.
5. Ensure timely handling of client emails and requests.
6. Collaborate with store and eCommerce teams to deliver seamless client experiences.
7. Monitor and support elevated client inquiries, ensuring swift resolution.
8. Develop strong working relationships across store and eCommerce teams for optimal omnichannel client experience.
9. Demonstrate deep understanding of product knowledge, policies, and procedures, especially regarding client data protection.
10. Collaborate with the Client Relations Training and Development team to enhance team knowledge and practices.
11. Provide comprehensive team statistics and call center performance analysis.
12. Achieve customer service KPIs and objectives.
13. Analyze metrics and collaborate with CRC Managers to meet team goals.
14. Assist with customer service needs during peak times.
15. Flexibility for weekend coverage on a rotating basis.
16. Adhere to all Hermès policies and procedures.
17. Perform additional duties as assigned by the manager.

1. Minimum 3 years of experience, preferably in a similar environment.

1. Strong judgement and decision-making ability.
2. Excellent verbal and written communication skills.
3. Ability to multitask effectively.
4. Proficiency in Excel, Word, and PowerPoint.
5. Knowledge of French is advantageous.

A minimum of three years of relevant experience is required, ideally within a similar environment.

The salary range for this position is $66,560 - $77,653 annually, with actual rates determined based on job, location, and individual experience.

Hermès of Paris offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts.

Hermès of Paris fosters an inclusive and diverse workplace culture, valuing equality, individuality, and fairness. The company supports personal and professional success through a nurturing environment where team members can thrive and express their authentic selves. Hermès is committed to advancing diversity, inclusion, and family values both within the company and in the wider community.