Hermès

Client Relations Center Supervisor

Hermès is a French, family-owned, and independent company established in 1837, known for creating, crafting, and selling high-quality objects. With nearly 20,000 employees worldwide, Hermès is driven by a continuous entrepreneurial spirit and a commitment to excellence. The company values freedom and autonomy through responsible management and is dedicated to preserving exceptional craftsmanship while respecting people and nature. Hermès collections are available in over 300 stores globally.

1. Support coordinators with client queries, including phone, email inquiries, order placement, delivery issue resolution, and voicemail responses
2. Ensure regular Quality Assurance of phone calls and emails to maintain high service levels
3. Monitor daily contact volume from all channels
4. Assist with the creation and adherence to daily plans
5. Ensure timely handling of client emails and requests
6. Partner with store and eCommerce teams to deliver seamless client experiences
7. Monitor and support elevated internal and external client inquiries
8. Develop strong working relationships across store and eCommerce teams
9. Demonstrate a deep understanding of product knowledge, policies, and procedures
10. Collaborate with the Client Relations Training and Development team to enhance team knowledge
11. Provide daily/weekly/monthly team stats and call center analysis
12. Achieve customer service KPIs and objectives
13. Analyze metrics and collaborate with CRC Managers to help team members meet goals
14. Assist with Customer Service needs during peak volume times
15. Flexibility for weekend coverage on a rotating basis required
16. Adhere to all Hermès policy and procedures relative to role and responsibilities
17. Perform other duties as assigned by manager

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

1. Strong ability to exercise appropriate judgment
2. Proven excellence in communication skills (verbal and written)
3. Ability to multitask
4. Proficiency in Excel, Word, and PowerPoint
5. Knowledge of French is helpful

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

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

Hermès of Paris is committed to diversity, inclusion, and family values, creating a diverse workforce of talented individuals. The company supports personal and professional success through a culture valuing equality, individuality, and fairness. Located in Manhattan, NY, Hermès of Paris fosters an environment where individuals can thrive and be their authentic selves.