Hermès After‑Sales Client Coordinator
- Location
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 30, 2026
About Hermès
Hermès Sellier is the Maison’s operational arm responsible for the commercial flows of finished goods and the after‑sales lifecycle. As part of Hermès, the division supports an international retail network by combining meticulous product stewardship with high standards of client service across logistics, customs, and repair operations.
Hermès Sellier in Bobigny seeks an After‑Sales Client Coordinator to manage after‑sales operations, case resolution and store relations (full‑time).
Role & Responsibilities
- Act as primary contact for stores on after‑sales matters, answering enquiries and ensuring efficient handling of customer‑deposited items and store stock returns.
- Maintain clear, proactive communication between retail locations and the after‑sales team to preserve strong client relationships and service continuity.
- Analyse incidents pragmatically with the end client foremost in mind; make informed decisions and escalate to management when service risks are identified.
- Manage and update after‑sales cases end‑to‑end in the ERP, resolve system anomalies and monitor urgent shipments and interventions.
- Consolidate and supervise complex or litigious cases, driving rapid resolution and proposing practical corrective actions.
- Audit and quality‑check team responses to ensure consistency, relevance and alignment with Maison standards.
- Produce regular performance analyses (response times, case backlog, resolution delays, etc.) and deliver detailed reports to management and stores.
- Identify training needs and deliver or coordinate sessions to improve tool mastery and process compliance across the network.
- Lead continuous improvement initiatives for after‑sales processes (lean approach) and collaborate with development teams on project implementations.
Qualifications
- Higher education degree in Communication, International Trade, Business or equivalent.
- Minimum three years' proven experience in customer advisory, sales or after‑sales within a premium or luxury retail environment.
- Demonstrable experience advising and serving a discerning clientele with high standards.
- Fluent in English (spoken and written) with strong written communication skills in French and English.
- Excellent interpersonal skills, strong team orientation and ability to energise collective performance.
- High level of responsiveness, sound analytical judgement and ability to prioritise under pressure.
- Proven proficiency with Microsoft Office and ERP systems; comfortable with corporate information systems.
Skills
Experience
Minimum 3 years of relevant professional experience in customer service, after‑sales operations or sales advisory with high‑end clientele.
Education
Bachelor's degree or equivalent in Communication, International Trade, Business or related field.
Workplace
This position is based in Bobigny, Île-de-France, France, within easy reach of Paris.
Culture
The Hermès workplace emphasises craftsmanship, discretion and excellence across all customer touchpoints. The Maison values ethical practice, diversity and inclusion, encouraging collaborative problem‑solving and continuous improvement within a high‑quality service culture.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «After‑Sales Coordinator», «Client Services Coordinator — Aftercare», «Customer Aftercare Coordinator», «After‑Sales Operations Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.