Hermès After Sales Service Supervisor
Hermès — After Sales Service Supervisor in New York. Manage client repairs, coordinate with Paris ateliers, and deliver exceptional post‑sales service at Maison Madison.
Overview
Hermès is an independent, family-owned luxury maison known for artisanal craftsmanship, a focus on leather goods and accessories, and a global retail network. The Maison prioritizes human-centred values and maintains close ties to its ateliers and craft workshops in France while operating flagship boutiques worldwide, including the Maison Madison in New York.
Role & Responsibilities
- Receive and inspect customer-owned merchandise (COM) across métiers to determine repair needs within Hermès group guidelines.
- Advise clients one-on-one at drop-off: explain condition assessment, feasible repair options, timelines, and costs; complete COM repair documentation accurately.
- Orchestrate the end-to-end after-sales process — select repair pathway, coordinate lead times, arrange shipping to and follow-up with Paris craft shops, external vendors and internal distribution centers.
- Maintain timely client communications by phone and email according to client preference; provide status updates and post-repair follow-up to ensure satisfaction.
- Accurately log repairs using photographs, COM forms, Excel and After Sales Service systems (and Porte tools where applicable); process repair transactions at POS.
- Inspect returned items to verify repair quality, cleanliness and presentation prior to client collection.
- Pack and ship merchandise according to company standards using FedEx and local messenger services; prepare packing lists for inter-boutique or distribution shipments.
- Partner with sales and back-of-house teams to direct clients and ensure adherence to after-sales procedures; provide boutique coverage as needed.
- Report recurring quality issues or problematic repair cases to the After Sales Service Manager and escalate potential counterfeit or irreparable items for management decision.
- Participate consistently in product and technical trainings (morning meetings, Paris trainings, Porte tools) to expand product knowledge and repair competency.
- Comply with company security and compliance procedures throughout the after-sales lifecycle.
Qualifications
- Minimum 1–3+ years of related after-sales, service, technical repair, or luxury goods experience (retail, manufacturing or technical product environments preferred).
- Demonstrated client-service aptitude with excellent written and verbal communication skills.
- Keen interest in product integrity and quality with strong attention to detail and accuracy.
- Proficiency with Microsoft Office, including Excel; experience using POS and after-sales systems.
- Ability to handle difficult or sensitive situations with diplomacy, discretion and composure.
- Flexibility and adaptability to changing priorities and boutique operational needs.
- Ability to lift up to 25 lbs. without assistance.
- Knowledge of French is a plus but not required.
Skills
Experience
1–3+ years of related experience in after-sales service, repairs, or technical product environments; experience in luxury retail or with artisanal products strongly preferred.
Education
High school diploma or equivalent; vocational training or coursework in retail, hospitality, or technical repair preferred.
Workplace
The role is situated in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 24.67 to USD 27.01 per hour.
Benefits
Commission and bonus incentives; Medical, Dental, Vision; Life insurance and disability; Paid time off (15 days annual vacation, 11 company holidays, 3 floating 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 and EAP resources; Access to Calm App, Health Advocate, Family Building Support.
Culture
Hermès cultivates a workshop-like culture centred on craftsmanship, discretion and excellence. The Maison values humanist principles, the transmission of savoir-faire and an inclusive workplace where individuality and professional development are supported.
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 Supervisor», «Repairs & Restoration Supervisor», «Client Care Supervisor — After Sales», «After-Sales 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.