Hermès Customer Relations Specialist - Logistics Coordination

Athens • Greece

Thursday, January 9, 2025

Hermès, a distinguished French maison since 1837, is renowned for its craftsmanship and high-quality creations. As a family-owned and independent entity, Hermès employs nearly 20,000 individuals globally. The brand is driven by a spirit of entrepreneurship and a commitment to excellence, fostering freedom and autonomy through responsible management. Hermès is dedicated to preserving exceptional savoir-faire, with a strong territorial presence that respects both people and nature, sourcing exceptional materials. The brand's creativity is nourished by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide.

1. Manage customer inquiries related to delivery issues, both outbound and return flows.
2. Handle and track customer complaints with transport partners.
3. Act as the primary contact and ensure customer relationship management, leveraging transport knowledge to make informed commercial decisions.
4. Provide personalized tracking for high-value deliveries.
5. Coordinate returns with the logistics team.
6. Process manual shipping requests.
7. Support the Customer Relations Center team in client communications and train new team members.
8. Propose improvements to the customer journey.
9. Report any alerts or issues requiring specific actions, such as with transporters or IT.
10. Maintain post-delivery customer relationships and develop clienteling.
11. Challenge transporters on service quality and discuss improvements during regular meetings with the Customer Service team.
12. Contribute to the development and updating of key activity indicators.

1. Previous experience in Customer Relations required.

1. Strong service orientation and excellent interpersonal skills.
2. Team spirit.
3. Attention to detail and organizational skills.
4. Adaptability and responsiveness.
5. Analytical skills.
6. Digital proficiency and communication tool expertise.
7. Bilingual in English.

Previous experience in customer relations is required, ideally within a logistics or e-commerce environment.

Hermès is committed to ethics, diversity, and inclusion, offering a responsible and human-centric work environment.

Hermès fosters a culture of innovation and excellence, encouraging autonomy and responsibility among its employees. The company values diversity and inclusion, ensuring a respectful and collaborative workplace.