Hermès After Sales Service Supervisor

About Hermès

Hermès is an independent, family‑owned Maison renowned for its artisanal savoir‑faire and dedication to finely crafted leather goods, accessories and lifestyle products. The organization combines a global retail footprint with an extensive in‑house production network and a commitment to craftsmanship, sustainability and long‑term client relationships. This role sits within the South Coast Plaza boutique, part of Hermès' Pacific West retail region.

Role & Responsibilities

• Receive and inspect customer‑owned merchandise (COM) across métiers to determine repairability and recommend appropriate repair solutions within Hermès guidelines.
• Consult directly with clients at drop‑off to explain condition assessments, repair options, timelines, costs and pickup procedures.
• Complete COM repair documentation accurately (contact details, pricing, lead times, process notes) and attach product photographs.
• Log and track repairs using Excel and the boutique’s After Sales Service systems; coordinate with Paris craft shops, external vendors and local Distribution Service Centers as required.
• Coordinate shipping and packing to Hermès workshops, vendors or other boutiques (FedEx and messenger services) and prepare accompanying packing lists.
• Process repair transactions at POS and liaise with back‑of‑house teams to ensure adherence to internal procedures.
• Provide regular, client‑preferred status updates by phone or email throughout the repair cycle and perform post‑repair follow‑up to confirm client satisfaction.
• Inspect completed repairs to verify quality, cleanliness and presentation prior to client return.
• Escalate recurrent quality issues, suspect counterfeit items or complex cases to After Sales Management; exercise judgement to refuse repairs when appropriate.
• Partner with the sales team to route clients to After Sales and provide boutique coverage when required.
• Participate consistently in product and technical trainings (morning meetings, Paris trainings, Porte tools) to maintain and deepen product knowledge.

Qualifications

• 1–3+ years of related after‑sales, technical product, manufacturing or luxury retail experience preferred.
• Keen interest in product integrity and quality control.
• Excellent written and verbal communication skills; ability to manage sensitive client interactions with diplomacy and discretion.
• High level of accuracy and attention to detail when documenting and tracking repairs.
• Flexibility and adaptability to changing priorities in a fast‑paced luxury environment.
• Ability to lift up to 25 lbs safely and without assistance.
• Knowledge of French is a plus.

Skills

Experience

Preferably 1–3+ years of experience in after sales, technical product repair, luxury retail operations or a manufacturing/technical product environment with direct client interaction and repair coordination.

Education

High school diploma or equivalent required; additional technical, vocational or post‑secondary training in leatherwork, textiles or related disciplines preferred.

Workplace

Compensation

The base compensation for this position ranges from USD 29.12 to USD 31.20 per hour.

Benefits

Commission and bonus incentives; Medical, Dental, Vision; Life Insurance and Disability; Paid time off (18 DDOs, 12 company holidays, 2 wellbeing days, sick & safe time); Paid Parental Leave and Transition Time; 401(k) and Roth Retirement Plan with company matching and profit sharing; Voluntary benefits (flexible spending accounts, fitness reimbursement, voluntary life insurance); Product discount; Employee Assistance Program resources; Access to Calm App, Health Advocate, Family Building Support.

Culture

Hermès fosters a culture centred on craftsmanship, respect for materials and the transmission of artisanal savoir‑faire. The Maison emphasises humanist values, diversity and inclusion, and supports employee development within a globally connected yet craft‑driven organisation.

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.