Hermès Client Relations Coordinator
About Hermès
Hermès of Paris Inc. is the U.S. subsidiary of Hermès International, a heritage French luxury house renowned for exceptional craftsmanship in leather goods, silk, ready-to-wear and accessories. The brand is known for meticulous attention to detail, a client-centric retail network of flagship boutiques, and a corporate culture that balances artisanal tradition with contemporary retail and e‑commerce operations.
Hermès of Paris Inc. seeks a Client Relations Coordinator in Beverly Hills, CA to manage phone, email and live chat for Hermes.com.
Role & Responsibilities
- Serve as primary point of contact for Hermes.com and flagship boutique clients across phone, email and live chat, delivering consistently elevated client service.
- Triage, research and resolve client inquiries and voicemails in a timely manner, including order placement, tracking and delivery issue resolution.
- Demonstrate and apply in-depth product knowledge while conveying the Hermès style, values and brand tone in every interaction.
- Use CRM and call-center systems to log interactions, escalate issues and follow up on pending requests to ensure full resolution.
- Collaborate closely with US flagship boutiques and internal partners (logistics, e‑commerce, retail operations) to exceed client expectations.
- Offer tailored recommendations and solutions to foster long-term client loyalty and preserve brand integrity.
- Maintain confidentiality and adhere to all Hermès policies and procedures related to data protection and security.
- Adapt to a fast-paced environment with flexibility and resilience; assist peers and mentor new team members as required.
- Perform additional duties as assigned by the supervisor.
Qualifications
- Minimum 3 years of customer service or call center experience; experience may include hands-on internships.
- Demonstrated experience in luxury retail, hospitality or other high-end customer service environments preferred.
- Open availability, including weekends; flexible scheduling to meet business needs.
- Proficiency with CRM systems and call-center software; experience using Microsoft Excel and Word.
- Exceptional verbal and written communication skills with a sophisticated, professional tone.
- Proven ability to manage complex requests with discretion, sound judgment and high attention to detail.
- Strong multitasking and problem-solving capabilities combined with a client-first attitude.
- Ability to work onsite at the Beverly Hills, CA corporate office.
- Multilingual proficiency is a plus.
Skills
Experience
Minimum of three years in a call center or customer service role, preferably with exposure to luxury retail or hospitality environments and e‑commerce order management.
Education
High school diploma or equivalent required; associate degree or coursework in hospitality, communications, business or a related field preferred.
Workplace
This position is based in Beverly Hills, California, USA.
Compensation
The base compensation for this position ranges from USD 23.43 to USD 28.64 per hour.
Culture
Hermès cultivates a client-centric, craftsmanship-driven culture that values discretion, elegance and meticulous attention to detail. The workplace emphasizes collaboration between retail and e‑commerce teams, high service standards, and continuous professional development within a refined luxury environment.
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 «Client Relations Center Coordinator», «Customer Care Coordinator», «Client Services Coordinator», «Client Experience 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.